Frequently Answered Questions
We have compiled some FAQs below. We ask you to review these as they should answer your questions about the logistics service.
What are my collection times?
All collection times are posted onto the dedicated logistics collection page.
How do I raise a query or concern and what time is the customer services phone line available until?
Any queries or concerns should always be raised with Synnovis Pathology Support Services. This enables Synnovis to track and monitor queries and ensure that queries are responded to quickly and effectively.
Synnovis Pathology Support Services can be contacted by calling 0204 513 7300 or emailing [email protected] . Opening times are 08:00 to 18:00 Monday to Friday.
What if I want to amend/add/remove collection times?
If you would like to amend your current collections, e.g. add an additional collection or remove a collection, please contact the Customer Services team at [email protected].
Your request will be reviewed by the ICS and the Pathology Business Unit. Approved amendments will be accommodated as far as possible, and removals will typically be actioned within 48 hours.
How will samples be transported? Do we still use the bags?
Yes, the Synnovis bags are still to be used by practices. Sample bags will then be collected by the driver and placed in a UN3373 compliant collection box, which is approved for transporting category B biological substances. In addition, samples will be transported in temperature-controlled vehicles to ensure sample stability.
What happens if there are delays on the roads or heavy traffic?
Dry runs have been conducted by GSG on the routes which mirror those used by the current courier service. One of GSG’s benefits is their use of online GPS route monitoring. This will provide live traffic information, indicating any possible delays to collections or issues with routes. GSG also has a fleet of vehicles and drivers dedicated to this particular service, whereby additional resources can be called upon in the event of traffic problems or other issues.
Is GSG using vans for all collections?
All drivers will use special temperature-controlled vans to ensure sample stability whilst in transit. This means that samples won’t be exposed to extreme temperatures which can cause hypo- or hyperkalaemia. Routes have been planned in accordance with the expected levels of traffic on any given day.
Why is the QR Code important and why is the bag scanned?
Synnovis will be able to monitor vans and samples via an online portal. Once a courier has attended the practice and scanned in the practice’s QR code and the barcodes on sample bags, this will update the portal. This allows Synnovis to track vans and samples in real-time, meaning that customer services can respond more quickly and effectively to GP queries about their collections. Synnovis will also be able to monitor performance and ensure route optimisation, so that improvements can be made to the service where needed.
Who is GSG and what is its performance like?
GSG is a tried and tested logistics expert with an excellent performance record, and they understand pathology logistics. GSG already fulfils nine routes across Bexley, Greenwich and Lewisham, and has been SYNLAB’s logistics provider within the NHS partnership in Essex, Pathology First for ten years.
