To provide clear descriptions of the products and services offered and their prices and to ensure that all marketing material is truthful.
Draw up terms and conditions of payment, which include contractual guidance on dispute etc. Including this Code and especially item 9, and to have full insurance cover including public and product liability.
Have in place an effective complaints handling system.
To establish clear, efficient methods of communication with clients including appropriate laboratory staff properly trained in communication skills.
Be committed to training and education of laboratory staff witnessed by properly kept and up to date training records* and at least a yearly review (recorded) of the training and educational requirements of all staff.
Take due care and attention to minimise any inconvenience to patients and to protect confidential patient information.
To fully comply with the Medical Devices Directive (MDD).
In the event of failure of the laboratory’s in-house complaints system to settle any dispute, and at the request of the client, to submit to mediation.
In the event of mediation failing, “Any dispute or difference arising out of or in connection with this Code shall be determined by the arbitration of a single arbitrator to be agreed between the parties, or failing agreement within fourteen days, after either party has given to the other a written request to concur in the appointment of an arbitrator, by an arbitrator to be appointed by the President or Vice President of the Chartered Institute of Arbitrators.”