Patient privacy and service policies

Privacy Policy

CCL collects only the information reasonably needed to respond to enquiries, arrange bookings, identify patients, process requested services, communicate report availability and support laboratory operations.

Information we may collect

• Name, phone number, email and address or collection location.
• Requested tests, package, preferred date and booking notes.
• Patient identifiers, report references and information needed to provide support.
• Technical website information such as browser, device, page activity and security logs.

How information may be used

• To confirm bookings and provide requested laboratory services.
• To communicate service updates, report availability and support responses.
• To maintain security, prevent misuse and improve website performance.
• To meet applicable operational, professional or regulatory requirements.

Patient Data Policy

Patient information is handled for legitimate laboratory and service purposes. Access should be limited to authorized staff and service providers who need the information to perform their duties.

• Do not submit information for another person unless you are authorized to do so.
• Provide accurate booking and identification details to avoid report-matching errors.
• Do not share report login details, receipt numbers or verification codes publicly.
• Contact CCL to request correction of inaccurate contact or booking information.

Report Access & Confidentiality

Laboratory reports contain private health information. CCL may require patient identifiers, receipt information or another reasonable verification step before providing report support or access.

• Online report credentials should be stored securely.
• Reports should be sent only to the patient or an authorized representative.
• Email and messaging services may carry privacy risks; use official CCL channels.
• A laboratory report is not a final diagnosis and should be interpreted by a qualified doctor.

Website Terms & Conditions

Website content is provided for general service information and booking convenience. It does not replace medical consultation, diagnosis or treatment.

• Test availability, prices, offers, preparation requirements and report times may change.
• CCL may contact the patient to confirm details before accepting or processing a booking.
• Emergency symptoms require immediate medical attention; do not rely on website messaging for emergencies.
• Users must not attempt unauthorized access, misuse forms or interfere with website operation.

Booking Cancellation Policy

To cancel or change a home sample collection or appointment, contact CCL as early as possible using the official phone or WhatsApp number.

• Provide the patient name, phone number, booking date and requested test.
• Rescheduling depends on staff availability, area coverage and test preparation requirements.
• If collection or processing has already started, cancellation or refund options may be limited.
• Any approved refund method and timing will be confirmed by CCL staff.

Complaints Procedure

Patients may raise concerns about booking, sample collection, staff conduct, report access, billing or service quality through an official CCL contact channel.

1. Share your name, contact number, service date, branch or collection area, and a clear description.
2. Include a booking or receipt reference where available, but do not post it publicly.
3. CCL will route the concern to the relevant team for review.
4. Complex clinical or technical matters may require additional verification and review time.

Use the Contact page or call/WhatsApp 0335-2841082.

Cookie Policy

The website may use essential browser storage and analytics technologies to operate forms, remember selections, measure traffic, improve performance and protect the service.

• Essential storage supports website and booking functionality.
• Analytics may provide aggregated information about visits and page use.
• Third-party content such as maps or analytics may set its own cookies.
• You can manage cookies through browser settings, but disabling essential storage may affect features.