Dozens of complaints have been made in opposition to a Yorkshire-based Covid-19 take a look at provider after quarantined travellers had been left ready a number of days for a equipment to reach.
East Yorkshire-based Latus Well being has been accused of offering an “appalling” service, with clients claiming they obtained their £175 coronavirus exams late – doubtlessly delaying their exit from quarantine.
The healthcare agency, which is on the Authorities’s official checklist of take a look at suppliers, mentioned there had been “some delays” with Royal Mail and that it pays for a 24-hour subsequent day supply service.
Everyone in England to be offered twice weekly rapid coronavirus tests from late…
Nonetheless, some 70 individuals have joined a Fb group to complain concerning the agency, which is listed as a take a look at supplier on the Division of Well being and Social Care (DHSC) web site.
Individuals returning to the UK from non-red checklist nations are required to quarantine for 10 days at residence and take two Covid-19 exams – one on day two and one other on day eight – earlier than they’ll go away, relying on a destructive outcome.
However clients who’ve ordered by way of Latus Well being have complained of take a look at kits arriving greater than per week late, and additional delays in receiving take a look at outcomes.
Joanna Earl, 50, from Wandsworth in south-west London, paid Latus £350 to get examined along with her husband after returning to the UK on March 25, having been in France with work.
However 13 days on, they’re nonetheless ready for the outcomes of the day eight take a look at, which itself arrived 24-hours late, she mentioned.
Mrs Earl advised the PA information company: “What incenses me, is that the Authorities has executed such a great job with the vaccination programme, but this complete necessary testing course of is shambolic as a result of I’m past phrases they’ll mandate and authorise an organization on their web site that fails to ship even essentially the most fundamental service.
“You possibly can’t get by way of to anybody (at Latus), you possibly can’t communicate to anybody, and also you don’t get any responses, they appear to only go the buck.
“For me, their service is appalling and completely inefficient. ”
Mrs Earl, whose day two take a look at outcomes solely got here on day six, mentioned she had solely managed to talk to somebody from Latus Well being as soon as – however solely after an hour’s wait on a premium charge quantity.
Others on the Latus Well being Covid Take a look at Complaints Fb web page, which was created on April 2, mentioned they’d been unable to get by way of to the agency.
Jack Latus, managing director of Latus Well being, mentioned on Wednesday afternoon that each one orders that had been due for dispatch have now been despatched for supply.
He advised PA: “Pre-bank vacation supply delays will be for quite a lot of causes, with the principle two being delays in supply service resulting from pandemic scenario.
“We pay for a 24-hour next-day supply service – we are able to’t do rather more than that.
“The second is inaccurate consumer enter of a supply tackle throughout the reserving which suggests a take a look at equipment will get returned to sender and we have now to resend to a corrected tackle.”
Mr Latus mentioned there had been “some delays” with Royal Mail and that different take a look at suppliers had been having comparable points.
He added that greater than 95% of deliveries over the previous 12 months had been on time.
Latus Well being, which is predicated in Melton, close to Hull, sends out 3,000 exams every day and goals to supply outcomes “inside 48 hours” of a laboratory receiving a pattern, in line with its web site.
In regard to clients experiencing lengthy wait instances whereas attempting to name the corporate, Mr Latus mentioned: “We did obtain some suggestions that the decision strains had been costing clients who had been having to carry.
“We didn’t realise it was a premium line as it’s a quantity we have now used for buyer take care of over a yr and never had any points, albeit when name volumes had been decrease.”
He mentioned the agency have since stopped utilizing the premium line and invested in a brand new “ticketing system” which is able to launch this week.
One girl from Fulham, who didn’t wish to be named, mentioned she had been left ready for eight days earlier than her first take a look at arrived within the submit.
In the meantime, a 61-year-old professor, who arrived in London on Saturday from New York, mentioned she was nonetheless ready on her day two take a look at to reach.
She advised PA: “Once I referred to as them (Latus), there was a recording saying the quantity wasn’t being answered and to e-mail as a substitute.
“I’ve emailed them 3 times however haven’t obtained something however an automatic response.
“Take a look at and Hint has been calling me daily and I advised them concerning the scenario they usually mentioned they knew about it already. They mentioned they’d been getting plenty of complaints about that firm.”
A DHSC spokesman mentioned: “Checks from all personal suppliers should meet the minimal required requirements and are reviewed for security and high quality by the unbiased United Kingdom Accreditation Service (UKAS).
“The checklist of personal take a look at suppliers is regularly up to date to make sure they meet the required requirements. We rigorously monitor any points raised by the general public about personal exams and take motion the place mandatory.”
A Royal Mail spokesperson mentioned: “We’re working laborious to take care of as regular a service as doable throughout the UK, though we might at instances expertise larger ranges of Covid-related absences in some areas. Regrettably, this will impression the supply instances for mail gadgets in these areas.”