Why couldn’t my results be processed?Updated 5 months ago

There are a number of reasons that your results may not have been able to be processed by our lab. Here are the potential reasons why your blood sample may not have been processed and what happens next:

Common Reasons for Unprocessed Samples

1. Haemolysis
This occurs when red blood cells burst, often due to squeezing your finger too hard when collecting your sample.

2. Clotting
If the vial wasn’t inverted immediately after collecting the sample or if the collection process took too long (over a few minutes), the blood may clot, making it unusable for analysis.

3. Insufficient Sample

• The blood tube must be filled to the top guided marker line.
• If the tubes aren’t filled as required, the lab may not have enough viable blood to process all or any of the biomarkers.
• Even if the tubes appear full, your sample may still be marked as insufficient if it clotted or haemolysed during transit.

4. Unlabelled or Mislabelled Sample
If both your sample tubes aren’t labelled correctly or the return form doesn’t match your account details, the lab cannot process your sample. Correct labelling is crucial for GDPR and HIPPAA, as it ensures the lab has permission to analyse your sample & prevents mismatching.

What Happens Next?

If your results return insufficient due to the reasons highlighted above. please contact our Customer Care team. We'll send out a free replacement kit - depending on the issue we may have to charge a small reprocessing fee of £10.