Lab
Customer Service
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When will the screening test be completed?
Screening results will be available within 24 hours from when we receive the patient sample in the lab, and are usually available the same day as the samples arrive in the lab. Preliminary results will be then be delivered by the method or methods that work best for your practice. These HIPPA compliant methods include hard copy print, fax, internet, and HL7 electronic transmission.
When will the confirmation results be available?
Confirmation results are available for most tests within 3 business days.
What is the difference between a screening and a confirmatory test?
Screening tests are performed using reagent based systems that generally rely upon antibodies to detect drug compounds. These tests are used to identify groups or classes of drug compounds that may be present in a patient sample. Rarely can they be used to identify a specific drug or drug metabolite. This is why they are known as non-specific assays, and are considered presumptive screening tests. A next step is needed to determine exactly what drug compound has triggered the positive presumptive screen.
The next step in the testing process is known as confirmation. An alternate methodology that is specific and sensitive to each individual drug compound is used to further investigate the drug compounds of interest. Calloway Labs utilizes either Gas Chromatography/Mass Spectrometry (GC/MS) or Liquid Chromatography/Mass Spectrometry (LC/MS/MS) to confirm the presence of drug compounds. These methods identify specific drug compounds at a molecular level, by measuring the mass to charge ratio of ions. Mass spectrometry is considered a “gold standard” by experts in many fields for the identification of widely varying compounds, including drugs.
Final results will be then be delivered by a method or methods that work best for your practice. These HIPPA compliant methods include hard copy print, fax, internet, and HL7 electronic transmission.
Why are some tests confirmed, and others are not confirmed?
Each account is provided with many choices as to the testing that works best for their particular needs. The testing is then tailored to meet their individual needs. Some practices prefer confirmation on all presumptive positive screens, while others prefer only specific presumptive screens be confirmed. Calloway Labs prides itself in offering what works best for your practice, and if your needs change or you have further questions, contact customer service, and we will make the necessary updates.
What does “Inconsistent” mean on my patient’s report?
When a practice elects to utilize our Medical Review Officer (MRO) interpretation service, a group of medical doctors certified as MROs working for an independent company will review your patient’s medication list and compare it with the urine drug screen and confirmation results. If there is either a negative screen or positive confirmation result that does make clinical sense when compared to a patient’s medication, the MRO will mark it inconsistent.
The MRO works with a “Best Case Scenario” methodology. For example, if your patient is prescribed oxycodone, the best case scenario would dictate that the patient’s sample would screen positive for oxycodone and opiates, and the patients’ sample would then confirm positive for oxycodone and the oxycodone metabolite, oxymorphone.
There are a number of possible explanations if this best case scenario criteria is not met on your patient’s report. These can be discussed on a case by case basis by calling directly to Calloway Labs’ dedicated technical support group, and speaking directly to one of our certifying scientists.
How can I order supplies for my office or facility?
It’s as easy as phoning the Customer Service Department at (781) 224-9899 select Option 3 and a Customer Service representative will be happy to place your order. Customer Service can also have your supply order shipped UPS/FED-X to your location next day. Calloway Laboratories also has couriers who can deliver your supplies same day if they are in the area.
I am “locked out” of the Intranet and cannot view my results.
Customer Service can reset your password; this process takes approximately 20-30 minutes before you are able to log back in. If you need results immediately, Customer Service can print and fax them to your facility or office on a secured fax line.
How can I tell if a patient is testing positive on the Insta-Cup?
A positive test is indicated by the presence of only a “C” Control line and the absence of a test line beside the designated drug. All positive results are presumptive and must be verified in our labs by GC/MS confirmation.
When logging into the Calloway Web Site, I am getting an error message that reads: “The specified username or password is invalid.”
This may be because your username is not in lower case letters or your password (only letter portion of password) is not in upper case letters.
I’m looking at my results on the Calloway Web-Site and it shows” Cancelled” beside the test result. What does this indicate?
A test result will display “cancelled” on the Web Portal for a number of reasons; it could be at the clients request (the donor was excused), the donor could not void, the quantity in the specimen cup was insufficient to complete the test.
How do I archive my test results?
To archive a report click on the box to the far left of the donor’s name, then click on the box (X) to archive reports.
How can I print results from the new web portal?
Once you have successfully located the donor’s results, double click on the donor’s/patient’s name to open the results. Click on the “print option” located at the top of the tool bar. The report will be brought up in a print format and in order to print the report; click on the printer icon.
We need to have a password changed due to an employee termination?
Please notify Customer Service at Calloway Labs (781) 224-9899 option 3 from the main menu and they can change the contact and password information instantly.
Are my results posted yet?
Results should post within 24 hours of the specimen being collected. To view your results log on to the website https://reports.callowaylabs.com/cwweb/login.jsp , log in under your own unique username and password to check to see if your results have posted.
How do I notify the company of new contact/address information or a change in collection schedule or pick-up times?
It is as simple as phoning the Customer Service Department at (781) 224-9899 select Option 3 and a Customer Service representative will take the information over the phone and process the necessary changes for your account.
My patient has a question about billing. May he/she contact you directly?
The billing department is always available to speak with patients about billing matters. The patient will be asked to provide some details to verify their identity to protect their HIPAA rights prior to any Protected Health Information being released.
What information does Calloway need to bill my patient’s insurance carrier?
The best rule of thumb is to remember that anything your office needs to bill, Calloway will also need to bill. This includes addresses for insurance carriers, worker’s compensation information, and pre-authorizations. Most offices can print all of this information out easily via a “face sheet” from their internal computer systems.
Who can sign for drug testing?
Although specific regulations vary by state, generally anyone who can write a prescription can also sign a drug testing order.
Why does the patient have to sign the requisition if we don’t observe chain-of-custody rules in our facility?
The patient signature area(s) of the Calloway Labs Requisition for Urine Drug Testing provide more than just chain-of-custody documentation. A signature in this area also documents the patient’s awareness of their HIPAA rights, certifies that the sample provided was theirs, and allows Calloway to bill the patient’s insurance and supply results to the requesting party and ordering physician. |
