FREQUENTLY ASKED QUESTIONS

TO ORDER A HOME KIT ONLINE

• On the page for the test select the "Home kit" sample collection.
• Click "Add to basket"
• You can add more than one test to your basket, as long as it is for yourself.
• Please do not buy for other people under your account as the results will be mixed up under your name.
• Checkout.

TO ORDER A CLINIC TEST AND BOOK APPOINTMENT ONLINE

• On the page for the test select "Walk-in clinic" sample collection.
• Click "Add to basket"
• You can add more than one test to your basket, as long as it is for yourself.
• Please do not buy for other people under your account as the results will be mixed up under your name.
• Select a clinic of your choice and book an appointment by selecting a date and time
• Checkout

TO COME TO A CLINIC WITHOUT A BOOKING

You can use a walk-in service, but please note:

• Priority is given to booked appointments
• You may have to come back another day, as we can be very busy
• Please do not be offended if we cannot process your request for a walk-in, we always recommend you book everything online, it is much more predictable.

Giving the gift of health is a great idea, but please do not buy a test for someone else under your name.

The reason you cannot do that is that all of our processes are automated for kit manufacturing or appointments and all of the results will be processed under YOUR NAME.

You will not be able to tell the results apart. In addition, the gender and age are used in calculations, so they will be incorrect for at least one of you.

To buy for someone else, please create an account for them, in their name with their DOB and gender, and their email address. You can still pay, but the order will have to be done under their account.

Alternatively, you can buy a gift card, they work very well!

You should post your samples at the Post Office, Monday to Thursday, before 12:00 (midday).

This will give the Royal Mail the best chance of delivering to us the following morning.

Please note, the Royal Mail Tracked 24 that we use is NOT a guaranteed service. So please make sure you do as much as possible to help the carrier deliver to us on time. Posting in the afternoon will most likely result in your samples not being delivered on time.

If you require blood test urgently, please book a test at one of our local blood testing clinics

Detailed instructions for taking your blood sample, packaging it, and posting it to our laboratory are available here. This page also includes a step-by-step video guide to assist you in the process.

Post your sample in any Royal Mail post box. If the post box has a 'priority' section, please use it to ensure quicker delivery. Don't worry if your post box does not have a 'priority' section, as we will still receive your sample. Priority post boxes simply mean we receive your sample faster.

Each test has an expected turnaround time listed on our website. The days specified apply to working days. The turnaround time is counted from when the sample is received in our lab, not from when you post it. You'll get an email confirming the receipt of the sample, starting the turnaround time. 

Note that the stated turnaround time is an average; results may be quicker or take longer, especially if they require additional processing or are sent to external labs. If results are delayed past the expected turnaround time, please contact us here.

Turnaround times for all our tests are here.

If you have queries or concerns after the expected turnaround time for your test, you can find our contact details here.

Unfortunately, for home kits, we cannot add more tests after your order is placed. The volumes are tailored based on the tests you have ordered, so it's not feasible to add additional tests once your kit is prepared.

You can find the addresses, opening times, and additional information for our clinics here.

Please follow any special instructions for the test you ordered, such as fasting requirements, which can be found on the specific test page. Remember to stay hydrated before the test to facilitate a successful blood draw. On arrival, our team will give you a form to complete, and the phlebotomist will walk you through the procedure before drawing blood. 

If necessary, we may attempt the draw from a different site. After the blood draw, your samples will be sent to our lab for analysis. You’ll receive a confirmation email after this, starting the quick turnaround process.

If you're late, we'll try to see you as soon as a new slot is available. However, if you're more than 10 minutes late, we may attend to other clients first. You can reschedule at any time before your appointment without a fee through the link provided in your appointment confirmation email.

Please note that if there are no free appointments left on that day or outside clinic opening times you might need to reschedule for another day.

Each test has a specified turnaround time listed on our website, which applies to working days only. This time starts from when the sample is received in our lab, not when it's taken from you. You'll receive an email once your sample reaches the lab. 

While we strive for quick results, some tests may take longer, especially if they require additional processing or are sent to external labs. If results are delayed past the expected turnaround time, please contact us here.

Turnaround times for all our tests are here.

If you have queries or concerns after the expected turnaround time for your test, you can find our contact details here.

For appointments at the clinic, you can add tests by speaking to the phlebotomist before your blood is drawn. If your sample is already at the lab, you can add tests by contacting us, but note that this will incur a £10.00 administrative fee, plus the cost of the additional test. 

This fee covers the process of locating your sample and rerouting it for additional testing.

Each test or biomarker has a specific turnaround time associated with it. This is expressed in working days and represents the usual turnaround time. Can it take longer? Yes it can, for various reasons, not least technical and supply issues.

Please allow us time to complete the test in the stated turnaround time before getting in touch.

For most biomarkers our usual turnaround time is 24-48 hours, or less, from the time your sample is in our lab. We do not wait for all the results to complete before sending them to you, so you may start receiving results the same day for most cases, or as results become available.

Some of the biomarkers are processed at our partner facilities, this is reflected in the turnaround times.

You will receive your results via email. Your results will also appear on your Health Dashboard.

You may receive several emails from different parts of the lab, with different results files. This is done so that you don't wait unnecessarily for a longer marker to come back, when some of the results are ready.

Whilst you may receive several emails with the results, all of them are brought together and unified on your Health Dashboard. This is where you can see them all at once or download individual files.

Each results will most likely have a lower and upper bound that it will come with. Most biomarkers will have this (although not all).

These are called the reference ranges, or "normal" ranges, which tell you statistically, whether you are inside or outside of them.

It is important to know, that this is a purely statistical method of assessing your results. You may be outside of the reference range and have no issues what-so-ever. You may also be inside of the reference ranges and have a condition. We, as a laboratory, are not able to interpret this specifically for you. In all cases we recommend that you contact your GP if you have symptoms or concerns.

Usually these are set by the manufacturer of the equipment that is used in any given lab.

In addition, each laboratory may adjust the reference ranges according to national guidelines or manufacturer instructions for a particular batch of reagents.

Reference ranges might also vary by clinical significance, age and sex. Which is why it is very important for you to provide us with the correct information on your sex and age, as well as any relevant clinical information. We ask for this when you register with us or place an order.

Yes they do, from lab to lab. Whilst larger organisations, such as the NHS, will have (in some cases) unified recommended reference ranges, these may also vary from site to site.

Reference ranges may also vary in terms of age, sex and ethnic background. We may account for differences in age, sex and ethnic background for some markers but not others, depending on whether we have guidance on this from the manufacturer or not.

It is worth noting that a laboratory cannot generally use reference ranges from any other authority without necessary studies or justification, so ranges will vary from lab to lab.

Yes, quite frequently. Science continuously evolves and reference ranges and appropriate guidance is frequently issued.

Reference ranges will also change with a change of procedure or equipment used.

The most important part is the actual result. This is not dependent on the reference ranges, it is the actual number that will require interpretation.

Reference ranges themselves are a useful guidelines, but as they vary and are a purely statistical method, they should be treated as such.