Secret Shopping and Urine Specimen Collection

We were “secret shopped” recently for urine specimen collection. It wasn’t the first time either.

Technically it was a collection site audit by Quest Diagnostics.

Our Perfect Score: 100% Compliance

How did we do?

We earned an A+. 100%!

InOut Labs is a member of Quest Diagnostics’ Preferred Partner Network. As part of Quest’s quality management process, they send undercover “donors” to collection sites across the country to make sure they follow proper protocols.

Aileen Payoyo’s Role in the Audit

Aileen Payoyo, our lab manager, was the collector this time. She’s a pro at this, but had no idea she was being evaluated.

DOT’s Strict Urine Specimen Collection Guidelines

For the uninitiated, urine specimen collection under DOT guidelines has very strict rules. To score 195 out of 195 possible points is rare.

Paraphrased from the DOT’s 10 Steps to Collection Site Security and Integrity:

  1. First and foremost, collectors must pay careful attention to donors throughout the collection process, ensuring that every step is properly followed.
  2. Additionally, it is essential to prevent any unauthorized access into the collection areas, maintaining a secure and controlled environment.
  3. Before proceeding, donors must provide a valid picture ID to confirm their identity.
  4. Furthermore, employees are required to empty their pockets, remove outer garments, leave behind any briefcases, purses, or bags, and wash their hands to minimize the risk of tampering.
  5. Throughout the entire process, the collector must maintain personal control of both the specimen and the Custody and Control Form (CCF) to prevent mishandling.
  6. To further ensure security, all water sources should be secured or made unavailable to donors, reducing the possibility of dilution or contamination.
  7. Moreover, the water in the toilet must contain a bluing (coloring) agent, making it impossible for individuals to use toilet water for adulteration.
  8. In addition, no soap, disinfectants, cleaning agents, or any other possible adulterants should be present in the restroom.
  9. Equally important, the collector must check for any foreign or unauthorized substances that could be used to manipulate the test results.
  10. Lastly, all areas and items that could potentially be used to conceal contaminants—such as ledges, trash receptacles, paper towel holders, under-sink spaces, and even ceiling tiles—must be properly secured.

Our Improvement from Past Audits

On our first audit 2 or 3 years ago we earned a very respectable 95%. I’m not aware of any others who have scored that high. 100% is better.

Beyond the Collection Process: Customer Experience Matters

It’s more than just the collection process.

140 of the 195 points have to do with the process outlined above. The remainder have to do with the “customer experience,” and we scored 100% for cleanliness, professionalism, waiting time and respect for privacy.

We work hard to be effective, efficient, polite and professional, and it ‘s nice to be recognized.