LFS Complaint Process
When Laboratory Field Services receives a complaint, an initial review of the allegations and documents submitted is performed. After an initial review, the complaint is handled in one of two ways:
- If there is a potential for patient harm, immediate action is initiated in whatever manner is deemed appropriate to ensure that public health and safety is protected. This may involve both Laboratory Field Services personnel and, if necessary, outside agencies.
- If there is not an immediate threat of patient harm, the complaint is assigned a complaint tracking number and entered into the Laboratory Field Services complaint tracking database system. The complaint allegation is then evaluated by the compliance unit of Laboratory Field Services to determine the most effective approach to investigate and resolve the issue. Complaint allegations are either investigated by Laboratory Field Services, or referred to another agency if appropriate.
Some of the agencies that Laboratory Field Services refers complaints to, and/or collaborates with in complaint investigations, include the Medical Board of California, other California Department of Public Health agencies (Center for Health Care Quality, Center for Infectious Disease), California Department of Health Care Services, Audits and Investigations, Center for Medicare and Medicaid Services (CLIA complaints), the U.S. Food and Drug Administration, local law enforcement agencies, and other government agencies, as appropriate.
Please be aware that some investigations take a prolonged period of time to gather facts and evidence, and in some cases, complaint allegations are not substantiated. For confidentiality reasons, we are unable to discuss details of complaint investigations.