Quality & handling
Evidence when something goes right, and when it goes wrong
A custody record you can audit, incident cases with owners and deadlines, materials classified before service, and a clear line between what our field staff decide and what your laboratory, pharmacy or equipment owner decides.
Chain of custody
Actor, package, event type, timestamp, location where appropriate and evidence for every event. Corrections append a reasoned entry rather than replacing history. Delivery completes only when every expected package is resolved.
Material classification
Every shipment category is classified before service, with packaging, training and handling requirements set accordingly. We do not assume every specimen is Category B or every shipment follows identical rules.
Temperature control
Attached to eligible services and validated for the actual material, packaging, transit duration and monitoring. Excursions are escalated to the authorized contact, who decides acceptability.
Incident management
Package-linked cases with severity, ownership, acknowledgment deadline, corrective action and closure evidence. Repeat complaints are tracked as their own metric.
Workforce
Employed couriers and phlebotomists on directly managed routes. Credentials tracked with expiry surfaced in the app. Training and policy acknowledgments recorded. A confidential grievance route for every worker.
Privacy and security
Tenant isolation, least privilege, multi-factor authentication for privileged access, encryption, audit logs and tested backups. HIPAA roles are determined from actual activities and business associate agreements are reviewed accordingly.
Reporting
How we report performance
Denominators are defined. On-time pickup and delivery are measured against accepted contractual windows. All confirmed jobs remain visible, with cancellations and failures reported separately rather than dropped from the average.
On-time pickup and delivery
against accepted windows
Scan completeness
per package, per leg
Exception acknowledgment and resolution
time to owner, time to close
Equipment return completion and supply shortage rate
category-specific
Pharmaceutical failed deliveries
by cause
Collection appointment completion
separate from courier metrics
Validation
Cases we prove before relying on automation
We do not claim blanket certifications we cannot document. Ask us for the specific training, insurance and handling documentation that applies to your materials and lanes.
- 01 Wrong destination scan
- 02 Partial delivery
- 03 Duplicate scan after offline sync
- 04 Expired credentials
- 05 Urgent insertion that violates another deadline
- 06 Closed receiving site
- 07 Temperature excursion
- 08 Attempted cross-client data access
- 09 Reassignment with packages already in custody
- 10 Refused pharmacy delivery
- 11 Equipment count or condition mismatch
- 12 Unsuccessful draw or labeling discrepancy
Ask for the evidence.
A sample custody record, an incident case and a monthly report, all with synthetic data, before you sign anything.