My patient’s sample failed. How do I resolve the failure status in my account?
When a sample fails to produce a result, all members of the clinic who are registered with PetDx will receive an email alert pertaining to this failure. You will also be able to see a ‘Sample Failed’ status for that entry in the Veterinary Portal.
This failure notification email will provide you with the following pieces of information:
Steps To Resolve a Failed Sample:
Notify the pet owner about the sample failure.
Obtain a new blood sample from the patient.
Log in to your Veterinary Portal and locate the failed entry in the All Tests & Results section.
Select the patient’s failed test, and click on Resolve Failure.
Fill out and submit the new Test Submission Form as usual. Update any clinical signs, and be sure to verify the Visit Details section for the new sample.
Properly package and ship the new blood sample to PetDx.
If additional assistance is needed, please contact us via email at firstname.lastname@example.org, call 833-464-7297, or visit our website at support.petdx.com to submit a ticket with your request and we will be happy to assist you.
What are the different sample statuses and what do they mean?
There are multiple designations that reflect a sample’s testing status. Below, you can find a brief explanation for each status: Form Incomplete: This test submission form has not yet been submitted. Please complete the form and submit it, or delete ...
How do I view a patient’s test result?
Once a patient’s OncoK9 test result becomes available, all members of the clinic who are registered with PetDx will receive an email if they signed up for the Portal alerts. The report for a patient is attached to the email, but is also available ...
We attempted to draw a sample for a patient but were only able to obtain one tube. What should we do?
Occasionally, a pet’s temperament, health status, or other circumstances create a situation where obtaining two complete tubes at one time may prove difficult. If you have attempted to draw a sample and only have one complete blood tube, please: ...
It is Friday and I have a patient that needs an OncoK9 test. Can the sample wait until Monday’s regular FedEx® pickup?
Yes, a sample will remain viable over the weekend if it is kept at room temperature until it is shipped. Because a sample cannot be processed if it arrives at the PetDx more than 7 days after it was collected, sending the sample as soon as possible ...
How can I update a patient’s name or other clinic-provided details after the sample is submitted?
If you identified a typo or other issue that requires updating when reviewing the information submitted for the sample, contact the PetDx Customer Support team via email at email@example.com, phone 833-464-7297, or submit a ticket with your request at ...