1. Sample Collection

Sample Collected by OPHL Personnel
OPHL despatch personnel are available for sample collection from your clinics, one trip per day. Should you require additional trip for emergency cases, a certain amount of fee will be charged to your organization. Specimens containers etc. are also delivered by them, just hand over the completed supplies request form to them.

Sample Collected by Collection Agents
OPHL also employs regional sample collection agents to assist in sample collection. These agents are assigned by OPHL for sample collection only and are not qualified to give technical advice. Please make sure that these agents comply with all safety requirements to prevent any unwanted circumstances. Fees for collecting services shall be borne by your organization.

Sample Collected by Customers
Customers may employ Farm Veterinarian for sample collection. In such situation, OPHL’s technical staffs will conduct training sessions so that our customers acquire the necessary knowledge for them to conduct sampling. OPHL cannot be held responsible in the event that any damages occur to the sample prior to arrival to the laboratory.

Test Request Forms
A completed request form; signed with company’s chop must accompany all samples. Please write clearly to minimize documentation error. It is very important that all relevant particulars are provided as requested.

2. Sample Delivery

Delivery by Hand
Customers may deliver samples collected to our laboratory themselves. The samples need to be packed in ice and be kept away from sunlight to prevent them from being damaged. Please make sure that request forms accompany all samples and all the samples are properly labelled. This is to ensure proper documentation and processing of the samples.

Delivery by Courier
Customers also have the choice of sending their samples using courier service. In such cases, please also ensure that the samples are properly packed in leak-proof bottles, accompanied with dry ice/ice pack and kept away from sunlight. In addition, please ensure that all documentation is attached.

Sample Reception Hours
OPHL’s normal hour for receiving samples is similar to its business hours. Customers are advised to call the laboratory upon sending their samples to ensure that our staffs are ready to receive them. Except for clinical tests, samples received after 5.00 pm will be kept in storage for processing the next day.

3. Damaged Samples

Samples Damaged During Transportation
OPHL will not be held responsible for any damages, lost or any discrepancy to samples delivered to our laboratory by customers or courier services. We will only take responsibility for samples taken and delivered by our dispatch personnel or collecting agents.

Samples Damaged In the Laboratory
OPHL will take responsibility for samples that are damaged in our facility due to handling accidents. Customers will be informed regarding the damaged samples accordingly.

4. Laboratory Test Results
All test results will be accompanied by respective request order. Customers will be informed by e-mail, fax or phone calls for urgent cases.

5. Privacy In Reporting
All laboratory results are treated with strictest confidentiality. OPHL will ensure that the results are only availableto the respective customers.

6. Credit Terms and Payments
All Clinical samples are Cash on Delivery term. Payment in the form of cheque or cash can be made upon receiving hard copy results.

7. Quality Control
It is our utmost aim to maintain the accuracy and reliability of our laboratory results. As such our laboratory tests are subjected to both external and internal quality audit (QA). OPHL conducts cross checking with regional DVS laboratories. OPHL had also established closed collaboration with other referral laboratories such as UPM and VRI in the aim of providing extensive and comprehensive services to our customers