Patient Charter

This charter says what you can expect from us, and what we need from you. It is short on purpose.

What you can expect from us

Respectful care. You will be treated with courtesy and without judgement, whatever you tell us. Your care does not depend on your background, your circumstances or your health history.

Your privacy. Your health information is held securely and seen only by the people who need it to care for you. How we collect, use and protect it is set out in our Privacy Policy and Collection Notice.

Access to your information, and the chance to correct it. You can ask for a copy of what we hold about you, and ask us to correct anything that is wrong. Email support@medlabglobal.com or call 1800 007 008. Our Privacy Policy explains how.

Clear pricing before you pay. Every price is shown including GST, with the GST named, before you are asked for payment. Your receipt is your tax invoice.

Room to ask questions. Ask anything about a test, a result or a recommendation, and ask again if the answer was not clear. If you want another clinician's view, say so — we will give you the information you need to seek a second opinion, and we will not take it personally.

A straight answer about your results. Your results are reviewed by a doctor before they reach you, and you will be told what they mean in plain words.

A complaint taken seriously. If something has gone wrong, tell us: support@medlabglobal.com or 1800 007 008. We will acknowledge it, look into it, and tell you what we found. Complaining will not affect the care you receive.

What we need from you

Accurate and complete information. Tell us about your symptoms, your medications, your allergies and your history, including the parts that feel awkward. A doctor requests and signs for your tests on the strength of what you tell us, so a gap in your answers is a gap in your care.

Keep your contact details current. We reach you by SMS and email, and you sign in with a code sent to your mobile. If your number or address changes, tell us.

Attend your appointment, or move it through us. If you cannot make a time, contact us and we will move it — please do not simply not attend. Replying to one of our text messages will not reach us; the sender cannot receive replies.

Follow the preparation instructions. Where a test needs fasting or particular timing, follow what you are told. Blood taken at the wrong time can mean a result that cannot be interpreted, and a second trip to the collection centre.

Treat our staff as you would like to be treated. The people answering the phone are trying to help you.

In an emergency

MEDLAB360 is not an emergency service and is not monitored around the clock. If you are seriously unwell, call 000 or go to your nearest emergency department.