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DLM quality management system

The Directorate of Laboratory Medicine has a well-established quality management system. Our laboratories are all accredited with Clinical Pathology Accreditation and are in the process of moving to the ISO 15189:2012 standard through UKAS (United Kingdom Accreditation Service).

A quality management system is a collection of processes focused on achieving objectives to meet customer requirements. It is an organisational structure, with policies, procedures and processes and has a continuous improvement cycle with sustainability and transparency initiatives and customer satisfaction. The standard used is the ISO 15189:2012 Medical Laboratories - requirements for quality and competence.

Our Quality Policy describes our overarching aims for our service. The Quality Policy is reviewed annually.

Suggestions, complaints and concerns

We welcome any suggestion that will improve our services. It is very important that you let us know of your concerns or dissatisfaction as soon as possible. This will allow us to quickly put things right for you. You can do this by asking to speak to the Laboratory Manager in any department you are dealing with. Usually they can help resolve matters for you.

However, if you feel that you are not able to speak directly to a member of staff or Department about your concern, you can contact PALS (Patient & Liaison Service) who will arrange to see you as quickly as possible. You can also email or telephone the Directorate team.