Outreach Services

Ms. Deborah Moiles
Manager, Outreach Services
(508) 856-5107

The Outreach Services Group is responsible for providing all laboratory services for clients and patients outside the medical center, and for many of the health care facilities operated by UMass Memorial.  In conjunction with the various inpatient and academic support departments, the Outreach Services Group offers an array of clinical and reference laboratory services that surpass even the largest commercial aboratory. This section of our Web site decribes our Group's services and policies, and our committment to excellence.  If you have any questions, comments, or advice concerning Outreach Services, please contact me directly.

Debbie Moiles
Outreach Manager

Client Services

Client Services Representatives are available 24 hours a day, 7 days a week. They can be reached at the following numbers:

• (508) 856-6145
• (508) 856-2863
• (508) 476-4431

Courier Services

Our courier service provides daily routine and STAT specimen pickup service and report delivery to contracted clients. A schedule for pickups is arranged for each client site. All specimens are transported as required by the test description to insure the highest quality upon arrival at the laboratory.

Laboratory Reports

Laboratory result reports are generally available withing 24 hours of the laboratory's receipt of the specimen. These reports will be printed at the client site or delivered by the courier at the next routine (scheduled) pickup time, or at a time arranged with the client.

For tests that routinely take more than one day to perform, the reports will be printed or delivered by courier within 24 hours of the completion of testing.

The report will include the sex and age specific reference ranges on all tests where indicated. If the test is not age or specific, a general reference range for adults will be indicated. If any result is out of the normal range, a notation of "H" (high) or "L" (low) will appear adjacent to the specific result. If at any time assistance is required for the purpose of interpretation or general information, the laboratory's department heads are available.

Verbal Orders

The Clinical Laboratory Improvement Act of 1988 (CLIA'88) requires that all verbal requests for laboratory testing MUST BE followed up with written verification of each request. A request for verification will be forwarded to you upon receipt of any verbal request.

Critical Values

The Clinical Laboratory Improvement Act of 1988 (CLIA'88) requires each laboratory to establish critical values for selected tests. "The laboratory must develop and follow written procedures for reporting potentially life-threatening laboratory results, and immediately alert the physician, hospital or laboratory that ordered the test." When a result falls into the range of a critical value it is the policy of the laboratory to contact the patient's physician immediately no matter what time of day or night. CLIA'88 does not establish the list of tests or values that are to be used. That is determined by the laboratory.

Sample Storage

Any portion of serum that remains after initial testing is complete is stored under refrigeration for 5-7 days. Other specimens are kept for shorter time periods according to the stability of the specimen. Tests may be added to the original specimen by completing an "add-on" requisition and forwarding it to the laboratory. It is the policy of the laboratory to notify the requesting physician, hospital or laboratory if the test/s cannot be added. (See Verbal Orders.)

Requisitions

The laboratory has a generic requisition available to all clients. In addition, the laboratory will customize a requisition for those clients that have specific testing needs. Contact your Customer Service Representative for information regarding this service.

Billing

The UMMHC Department of Hospital Laboratories will bill the hospital, reference laboratory, clinic, medical group, the patient's insurance company or the patient provided all the necessary billing information (see below) is provided at the time of testing.

Specimen Collection and Handling