Frequently asked questions

No. Our branches welcome visitors without an appointment. If you book from your account, your order is registered in advance and the branch knows you are coming and which tests you need. A booking is a preferred window, not a guaranteed time: on the day, you take a queue number as usual.

Yes. Booking an appointment and requesting home collection on the website are both done from your account. If you don't have one, choose «Create an account», enter your document details and mobile number, and you will receive a code to type before choosing a password. Your file stays provisional until we verify your identity at your first branch visit. If you already have a file with us, reception at any branch can open an account for you. You don't have to book online: you can walk in to a branch, or contact it and it will register your appointment.

Some tests can be requested without a referral and some need a doctor's referral. When you book, this is shown next to each test. You can book a test that needs a referral, but bring the referral with you to the branch: the branch will not start your order until it has seen it. You can also attach a photo of it when you book, so the branch can see it in advance.

It depends on the test. Your results appear in your account once review is complete and a specialist has released them. No value is shown before final release. Your order's page in your account shows how far your order has got, stage by stage. Some tests are sent to another laboratory, so they take longer. For some highly sensitive tests, the values are not shown in your account: they are handed to you in person at the laboratory.

The «Preparation» page has the general guidance and the list of tests that require fasting, and a test the laboratory links to a row of that list carries the «Fasting required» badge in the test directory and on its page. If the laboratory has recorded special preparation instructions for your test, you will find them on the test's page, and they are included in your booking confirmation and appointment reminder when the laboratory sends them. If none are recorded, the branch will tell you how to prepare before collection, so contact it before your appointment.

Your result values are never written in a message. When your report is issued, the branch may send you a message saying your report is ready, with a secure link to your signed report and no result. The link is valid for 31 days and every opening is recorded. Anyone who has the link can open the report, so only share it with people you want to see it. You can also find your results and report in your account after signing in, or collect your report from the branch.

Yes. Open your report from the «Reports» page in your account and download it, then give it to your doctor or print it. It is the same signed report, in the language it was issued in. A report that includes a highly sensitive test is not in your account; you collect it from the laboratory.

A reference interval is a general indicator, not a diagnosis. See your doctor to interpret the result in the context of your own health, and do not change any medication on your own.

No. Home service is licensed only within the region of the branch that offers it. When you request it from your account, you choose the branch that serves you and your address's region, and we warn you if the address is outside the branch's region. Your request then waits for the branch to confirm it. If it is not accepted, you will be given the reason in writing.

Choose «Forgotten your password?» on the sign-in page and enter your mobile number. You will receive a code to type, and then you choose a new password. If the message doesn't arrive, visit any branch with your ID and reception will issue you a recovery code in person. We never change an account's mobile number remotely.