Our Commitment to Quality
As a leader in workplace drug testing, we track traditional metrics in areas such as logistics, test accuracy, turnaround time, problem resolution, and volume in our ongoing pursuit of exceptional quality and to gauge our success. Overall, our focus falls into four key components: reliable testing, collection site network, a robust product offering, and technology to simplify 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 result that our laboratories release has to be accurate and timely. Our laboratories measure result turnaround times from lab log-in to result release for screening and confirmation testing for the three most common specimen types, timeliness of collection sites, and test order problem resolution as well as “reportable quality incidents (e.g. lost specimens, CCFs, corrected results) in our drive to deliver the highest standards of quality.
Collection Site Network
Ensuring reliable, high-quality, consistent collections across a network of more than 6,000 sites requires continuous monitoring and attention. Ongoing training, certifications, formal audits, and re-training (if needed) helps to ensure the proper balance between broad access and favorable outcomes. Our training schedule exceeds the requirements established by the U.S. Department of Transportation (DOT) as we strive to ensure that our professional collectors are sharp and up-to-date with the most current drug testing collection protocols.
Even the best, broadest network with the most reliable, quality-assured collection processes loses their value if the collected specimens fail 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.
We utilize a “secret shopper” program for our network of PSCs and Preferred collection sites to assess and drive adherence to recognized collection standards. These quality assurance processes enable us to complete more than 99 percent of our collections without a fatal flaw. Striking this size-versus-quality balance is no simple feat; but it is part of our strict chain of custody and quality procedures that help to ensure the integrity of each drug test specimen and result.
Robust testing products
We provide a full range of drug test specimen-type options including urine, oral fluid, and hair 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.
Technology should make processes simpler to perform. With this in mind, we have dissected each step of the drug testing process from initial order to final result, and we developed ways to put online 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, to Electronic Data Interchanges (EDI). Investing in technology helps to optimize drug testing program management and to enhance the flow of information. For IT quality, we monitor system performance and availability, security, data entry, delivery of results, code integrity, speed, privacy, and the overall quality of the user experience.