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We awaited our Fructosamine blood test result for twenty-two days. Post 04.02.2019 Viapath Analytics LLP

NHS Hospital Phlebotomy failed to withdraw enough blood sample for my vitamin tests, but I only learned of this after 26 days because such niche tests have longer processing times.

The Vitamin K result was missing, so I filed a formal complaint to the NHS Hospital and they flagged it up with Synnovis its third party service provider that reached out by email and telephone. I spoke to a polite gentleman from Synnovis called Henry who immediately opened dialogue with the NHS Laboratory and they were able to find centrifuged excess serum of mine to complete the outstanding blood tests before expiry.

Much gratitude to Synnovis customer service, as they reacted quickly in the short window of time. Synnovis ensured my sample was prioritised by the lab and they processed the test within 24 hours. Synnovis customer service must be commended for using initiative in such a critical situation, as they saved me 26-days had my blood sample not been recovered.

In my case, the results were available for my healthcare providers just in-time before my upcoming appointments. When it came to determining where the fault occurred within the Phlebotomy chain, Synnovis opened an investigation and kept me updated throughout.

Equally so, it’s reassuring that Synnovis appreciate the critical nature of patient samples, that in certain cases require invasive procedures to be obtained such as CSF via Lumbar Puncture: a procedure that patients cannot easily repeat and where lost samples could potentially have devastating implications in that eventuality. But it's good to see that Synnovis are synchronised with the NHS Hospital and Lab to ensure traceability with regards to patient samples.

Their gross IT incompetence allowed them to suffer a ransomware attack, and their blood test system has collapsed, causing my deep distress

I enrolled on a phlebotomy course, unfortunately for reasons beyond my control I had to drop out. I sent a cancellation letter and according to their terms and conditions, they will only refund 30% of the £1200 if the cancellation is sent less than two weeks before the course starts. I agreed to this when I purchased the course - I have no problem with this. The problem is that they won't even refund this 30% - despite several emails - none have been answered. Steps had to be taken by the bank. I do not know about the merits of this course, but the after-sales service is zero. I do not recommend it!