I’ve received an email to say my sample has failed. What should I do?

Occasionally the laboratories are unable to test samples sent to them. This may be because the amount collected is insufficient for full analysis, the sample has deteriorated or clotted or because it has haemolysed (where red blood cells damaged during sample collection leak their contents into the surrounding plasma).  If this happens we will send you an email to let you know and to arrange a new sample.

If the laboratory cannot test your sample, we will send a second sample collection kit to you free-of-charge for you to repeat the test, or you may choose to upgrade your test for an additional cost.  You can upgrade your test and either visit one of our partner clinics or have a phlebotomist visit you at home, to collect your sample.

If you made your own arrangements to have a venous sample collected by a medical professional, you will be responsible for making these arrangements yourself again, and for any costs incurred as a result. Or you can upgrade and use one of our services for an additional cost.

Please contact us and we will arrange a new kit for you.  If you want to upgrade your test you will need to call us, so that we can take this additional payment and process this for you. Please call 03450 600 600.

We will usually be able to tell you what went wrong with the original sample and give you some helpful tips for your second attempt.