Our commitment to quality
As a leader in workplace drug testing, we measure quality using a number of components which include reliable testing, a robust product offering, broad access to collection sites and technology that simplifies the process.
Reliable laboratory testing
We perform millions of drug tests annually and every one of those test results can directly impact an individual’s livelihood and an employer’s workplace safety and productivity. As such, each and every one of the millions of results that our laboratories release have to be accurate, consistent and reliable. A key component of our reliability and consistency is our laboratory network. We operate drug testing labs in Philadelphia, Atlanta, and Kansas City. This nationwide coverage helps to shorten the distance that specimens need to travel in order to be tested, and in turn, allows us to report results quickly and consistently.
Laboratory certifications and inspections are another way to help ensure reliable testing. Each of our laboratories is Substance Abuse and Mental Health Services Administration (SAMHSA) certified to perform regulated drug testing. Inspections accompany SAMSHA and other certifications and are in place to ensure that processes, instrumentation and personnel adhere to critical standards of excellence.
Another indicator of our reliability is the Quest Diagnostics Drug Testing Index™ (DTI.) We publish the DTI as a public service for government, media and industry, and it is considered a benchmark for national drug use trends among employers who drug test. Our broad scope, specimen volume, established processes, testing expertise and accurate, consistent results provide the foundation of DTI data which is relied upon as standard for drug test results and trends.
Robust testing products
We provide a full range of drug test specimen-type options including urine, oral fluid, hair and instant testing because our clients represent a broad range of industries, company sizes, geographies, and therefore drug testing program goals. In addition, we focus on innovation that enables our drug tests to keep pace with the types of substances that are being abused.
Not all tests, products, facilities, research and development (R&D) practices and analytes are created equal. When it comes down to product and process quality, we test in certified laboratories, leveraging established procedures, using U.S. Food and Drug Administration (FDA) reviewed and cleared testing products. Our broad product portfolio, our ongoing R&D efforts aimed at launching new tests, and our adherence to the highest quality standards all work together to demonstrate our diligence and pledge to quality.
Broad access with our collection site network
Ensuring reliable, high-quality, consistent collections across a network this vast requires continuous oversight and attention. Ongoing training, certifications, formal audits, quality metric analysis, and even a mystery shopper program help to ensure the proper balance between broad access and favorable outcomes. These quality assurance processes enable us to complete more than 99 percent of our collections without a fatal flaw that requires a re-collection. Striking this size versus quality balance is no simple feat, but it is a requirement of leadership and our commitment to quality.
For even the best, broadest network and the most reliable, quality-assured collection processes lose their value if the specimen fails to make it to the laboratory in a timely manner for testing. Our logistical infrastructure and expertise enable us to optimize company-employed couriers, commercial delivery services, and both private and commercial flights to move specimens from the collection site into the most appropriate Quest Diagnostics drug testing laboratory.
Technology should make processes simpler to perform. With this in mind, we have dissected each step of the drug testing process from order to result, and we’ve developed ways to put technology solutions to work. The solutions come in many forms from easy-to-use online portals accessible anywhere there is an internet connection to web services or Electronic Data Interchanges (EDI). Investing in technology helps to optimize drug testing program management and enhance the flow of information. For IT quality, we monitor system performance and availability, security, data delivery, code integrity, speed, privacy and user experience
In our pursuit of exceptional quality, we measure traditional metrics such as speed, positivity, accuracy, logistics, problem resolution and volume to gage out success. Yet, the most important quality barometer for us is our customer satisfaction scores from our bi-annual survey. Not only do we want our clients to be satisfied, we want them to recommend us to their colleagues as a provider that they can trust.