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Frequently Asked Questions

What is fasting and which tests need it?

Some of the tests require that the beneficiary is on fast for 10-12 hours before the sample collection is done. During fasting, no food or beverages are to be consumed by the beneficiary. Only water is permitted. If fasting is not followed, then the results for some of the tests would be affected.

When can you arrange for sample collection after I book my tests?

Once booking is done, an appointment has to be confirmed. Our service provider or customer care executive will contact you within few hours to ask for a date of appointment. Alternatively, you can also contact the service provider whose details are given on the confirmation Email / SMS. Appointment date / time is as per the preference of beneficiary. However, it may be subjected to availability of technicians on that particular date/time.

How soon will I get reports?

Once the samples are collected, including transit time, the laboratory will take anywhere between 2-5 days time for reporting, depending on your location.

Is a doctor’s prescription needed to avail the testing service?

If any preventive healthcare package is required to be done, it does not need doctor’s prescription. However in case of any illness, the patient is advised to consult with their physician before making any booking.

How will the reports be delivered to me?

Once the results are released by the laboratory, the service provider will ensure it is hand-delivered or couriered to the address where sample was collected.

Can I book my tests online?

Yes, you can book the tests online. You can choose to pay at the time of sample collection or pay online using debit or credit card.

I did not receive soft copy of reports. How can I get it?

If you had given your email-ID, you will receive the soft copy of the reports automatically. In case it is not received, or email-ID was not updated, then please send an email to customer.support@thyrocare.com to get the reports. If your tests are not released for any reason, the soft copy may not be generated.

I did not receive hard copy of reports.

If you have not received the hard copy of the reports within 5 days of sample collection, please report the case to orders@thyrocare.com, we will ensure report delivery is expedited.

What if any of my tests are cancelled?

One or more of the tests asked may be cancelled by the laboratory due to clinical / technical reasons. You will receive information about the same on email and SMS. In such case, our service provider shall be advised to collect the fresh specimen and process the unreported test(s) free of cost. You are requested to coordinate for re-collection of sample. If the booking included home service, then recollection of sample will be done at the centre only and the beneficiary is advised to visit during working hours (in fasting condition if necessary).

Alternatively, the patient can ask for refund which shall be granted in full if all tests are cancelled or partial refund if some of the tests are cancelled. For partial refund, the amount is calculated as per the catalogue rate of the unreported test(s), corrected to its weighted average in the total order value. For online payments, refunds are issued by cheque and for offline payments by cash. Please click here for our cancellation policy.

How will I get a receipt for the payment made?

If you have made payment online (prepaid booking), then as soon as your transaction is over, there will be a link to print the receipt. It can also be found in the menu under view bookings and click on the lead once you login to the website using your username and password. If it is postpaid booking, the service provider will be issuing the receipt.

Can I download PDF of my reports online?

Yes, you can download the soft copy of the reports online. You can login to http://wellness.thyrocare.com using your username and password, go to the menu under view bookings and click download report against each lead and select the order for which the PDF reports are needed. The successfully processed orders will have the PDF generated for download.

How can I register a complaint?

You can register your compliant from your Account page in http://wellness.thyrocare.com. using your username and password. Under "CONTACT US" in the menu, select category as ‘Complaints’ enter your complaint with adequate information and submit. We will respond to you in a few hours time and make our best attempts to resolve the complaint.

I have booked a test but I did not get any call from you.

If you have not received a call within 24 hours for appointment confirmation from customer support or service provider, kindly give us a call on 022-3090 0000 / 41252525 or send SMS APPT order id to 9870666333. Alternatively you can also contact the service provider whose details are given on confirmation Email / SMS.

Is the deputed technician qualified to do sample collection?

The technicians deputed by the service provider for specimen collection are adequately qualified and also would have experience in this field.

How long does it take for my samples to reach the central laboratory of Thyrocare?

Depending on the geography, it would take a maximum of 48 hours from the time of sample collection to reach the laboratory.

Will the technician carry any chiller box/cold storage container for my sample transportation?

As per the specimen collection guidelines, the sample needs to be at room temperature while it is to be centrifuged. The samples would reach the collection point within 2 hours of collection (in case of home service) which would be ideal for centrifuging as soon as it reaches the centre in room temperature. The cold chain is followed thereafter till the specimen reaches the central laboratory.

What is barcoding and how it helps?

Barcode identifies each of the samples that reaches the laboratory. Unique barcodes help the automated analyzers to identify the sample, understand the tests to be performed and to report back the results against the barcode after processing. In Thyrocare, a sample is thus identified with its barcode and not the patient name. This starts from the collection stage, i.e. specimen identity is sealed as soon as it is collected in the vials. Thus, it eliminates any chances of human errors or ambiguity or uncertainty.

How do I know if the reports belong to me?

Barcoding helps to seal the identity of the specimen collected from you. There is no pipetting of the sample done (transfer of specimen from one vial to another) and thus no mix-up is possible. The barcodes are registered in the system against the order booked at Thyrocare by the service provider. The samples are transported in sealed containers. Every process in the laboratory is evaluated and approved by accrediting bodies. The laboratory is fully automated in all stages for most of the tests, pre-analytical, analytical and post-analytical avoiding human intervention. The reports are directly printed. There is no possibility of mix up of samples or reports. However, for your satisfaction, you are advised to note down the barcode number(s) as soon as sample(s) are collected and cross check the same with the report(s).

What is the quality assurance from Thyrocare? Do laboratory accreditations matter?

Thyrocare is one the first Indian diagnostic laboratories to obtain internationally renowned quality accreditations like ISO 9001-2000 rating as early as 2001, which is now escalated to ISO 9001:2008; NABL (National Accreditation Board for Testing and Calibration Laboratories) and CAP (College of American Pathologists) certification.

Can I make the payment after I get the reports?

No. The payments have to be done before the sample is collected. The service provider may refuse to process the sample if payments are not made.

Is there any special offer for returning customers?

For returning customers, 20% discount is applicable on all tests and profiles on the prevailing catalogue rate. However, no two discounts can be combined and thus it cannot be clubbed with an existing offer.

Do I get any benefits for doing more tests?

Yes, depending on the total order value of Rs.500 for a single beneficiary, online discount of flat 25% provided to the cart. However, no two discounts can be combined and thus it cannot be clubbed with an existing offer excepting the bulk discount offer.

Why are there different rates for same package?

Thyrocare does have company owned or company operated collection centres. All the samples are collected through our franchisees only who are given margin for the services they render. Sometimes due to aggressive marketing and promotions, some of the franchisees / agencies may price our packages a little more competitively than the rest by compromising this margin. Mostly this is a camp run for a limited period only.

I have got a coupon with special offer, how can I avail the same?

You can follow the instructions given on the coupon to avail the service. In case of any difficulty, please call us on 022-3090 0000 / 41252525 or send your query as SMS to 9870666333 or email us on info@thyrocare.com to receive guidance on the same.

What are the timings for sample collection at my home?

Morning 8 am to 11 am is ideal for sample collection. We request you to give a 30 min grace period from the time of appointment to compensate for locating your home, possible traffic and bad weather. Also, we request you to give 2 dates as an option for sample collection to the service provider. Collection on Sundays/ Holidays are not available in all cities.

Some tests are showing abnormal results, what should I do?

The test reports should be interpreted by a qualified medical practitioner. Nevertheless you can still look at the report forms in which the normal ranges are mentioned for all the tests. If any test is abnormal, you must immediately consult with your doctor. Do not start treatment or medication on your own. Most of the time, the lab results may need rechecking before initiating treatment or medication.

Does the transportation affect the quality of reports? Are the samples stable during transit?

All specimens reach Thyrocare within 12 to 48 hours’ time frame from different parts of the country in a triple packaging system as per WHO-IATA guidelines wherein the barcoded vial is the primary receptacle, the thermocol box with frozen cool packs is the secondary receptacle and the outer cardboard box is the tertiary receptacle. All specimens are not just checked for the transportation delays and temperatures but also for factors like hemolysis, clotting, samples without barcodes, leakages, lipemia, wrong vials, etc. and only those samples which pass through the pre-analytical checks are taken for processing.

Does Thyrocare do PET-CT scan?

Our subsidiary, Nueclear offers PET-CT scan at many metros in India at the lowest cost in the market. For more details visit www.nueclear.com

Can I cancel the prepaid booking and get refund?

The entire amount paid will be refunded in the below mentioned scenarios:-
A) If booking has been done and there is no service provider in that area.
B) If customer has done multiple bookings due to system error.
C) If service provider has not made any adequate attempt to provide service.
In all the other scenarios other than the ones mentioned above, Rs 100 will be deducted as cancellation charges.

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