Frequently Asked Questions

Our public service window is 6 PM to midnight, seven days a week. Requests outside that window may be reviewed manually and accepted only when available.

No. Our public service model covers after-hours scheduled and STAT/on-call dispatch only, during the 6 PM to midnight window. Daytime service is not publicly available.

After-Hours Scheduled requires four or more hours advance notice and is pre-planned for a specific evening window. STAT/On-Call is urgent dispatch with less than four hours notice, subject to availability at time of request.

No. STAT requests are subject to availability at time of receipt. Acceptance is not automatic. Once accepted, any request with less than four hours notice is classified and invoiced as STAT service.

After-midnight dispatch may be accepted when operationally feasible. It is not part of the standard public window and is subject to an additional fee if accepted.

Yes. Write "TEST" in the notes field of the dispatch form so it is not treated as an active request.

The local STAT corridor includes approved pickup and delivery points in Fitchburg, Leominster, Gardner, Athol, Ashburnham, Ashby, and nearby related locations.

Yes. The Gardner to Athol corridor is a core route within our local STAT corridor. Multi-stop pickups within the same dispatch event are billed as added service stops, not separate STAT runs.

Requests to the State Lab in Jamaica Plain, Tufts Medical Center, or other Boston-area destinations are classified as long-distance STAT diversions and priced separately. Contact us for a written quote.

Requests outside the local STAT corridor may be reviewed manually and accepted only when available. Contact us to discuss your specific route.

Yes. Multiple pickup or delivery stops provided at the time of dispatch and completed as one continuous route are billed as added service stops within one dispatch event, not separate STAT runs.

A local corridor STAT run with one pickup and one delivery starts at $295. All pricing is confirmed in writing before the first run.

Additional pickup or delivery stops within the same dispatch event are billed as added service stops. All stops must be provided at time of dispatch and completed as one continuous route to qualify as a single dispatch event.

Frozen specimen handling with temperature monitoring is available when required and is priced as an add-on to the base STAT rate. It is not included automatically on every run.

Wait time beyond the first 10 minutes at a pickup or delivery location may be billed in increments. This is noted in your written service agreement.

Parking fees, tolls, and unusual access delays may be billed if incurred, particularly on long-distance diversions. These are noted in your written quote.

We transport room-temperature specimens including blood and body fluids, as well as frozen specimens when appropriate handling is arranged. We do not provide clinical interpretation or testing.

Temperature monitoring is available for frozen or refrigerated specimens when required. It is not automatically included on every run — it is arranged when specified.

No. Room-temperature specimens do not require temperature monitoring unless specifically requested or required by protocol.

Yes. Chain-of-custody documentation is standard on every pickup. Records are retained and available upon request.

Yes. Proof of delivery is provided on every completed run and retained in our service records.

Yes. After-hours facility access including ED entry and security check-in is part of our standard operating procedure. Access instructions should be included in your dispatch request.

No. Do not enter patient names, dates of birth, accession numbers, specimen IDs, diagnosis, test names, insurance information, medical record numbers, or any other PHI. See our PHI Submission Notice for full details.

You may include: generic specimen category, specimen count, container count, temperature requirement, pickup and delivery facility names and addresses, department names, access instructions, requested timing, and callback requests.

Use generic terms only. Examples: "3 blood specimens — room temperature", "2 frozen specimens in dry ice container", "mixed temperature — 1 frozen, 2 room temp". Do not include accession numbers or patient identifiers.

We review your request and contact you to confirm availability, route details, and pricing before dispatching. Submission is a request, not automatic acceptance.

Yes. We confirm all requests by phone or email before dispatch. You can also request a callback in the notes field of the form.

We will contact you directly to confirm acceptance. If you do not hear back within 30 minutes of submitting during operating hours, call us at 978-245-7426.

Include any facility access instructions, timing constraints, special handling notes, callback requests, or test indicators. Do not include PHI.