Client Services

UW Health Clinical Laboratories Client Services provides support in the following areas for those who use clinical laboratories services:
Billing Inquiries Mailing and Transport Information
Patient Reports Phone Center
Release of Test Specification Information Research Study/Protocols
Result Reporting and Inquiries Specimen Processing
Phone Center
The UW Health Clinical Laboratories Phone Center provides telephone response to questions from health care providers regarding laboratory testing availability, specimen requirements, add-on orders, test results, result reporting, specimen transport, problem solving, and general information about laboratory services at UW Health. The phone center may be reached by calling (608) 263-7060.
Specimen Processing
Specimen processing receives, triages and processes blood and body fluid specimens from University Hospital inpatient units and UW Health outpatient clinics, as well as from other external health care providers.
Patient Reports
Client services is responsible for the distribution of patient laboratory reports to on-site and off-site locations. These reports are available internally through an electronic interface. Reports for patients outside the system are faxed or sent via U.S. Mail.
Billing Inquiries
For general pricing information call the UW Health Priceline at (608) 263-1507. If it is an emergency and there is no response at Priceline, please call UW Health Customer Service at (866) 841-8535.
Release of Test Specification Information
UW Health Clinical Laboratories has information available upon request for test methods, reference intervals and performance specifications such as analytical precision, accuracy, specificity and sensitivity. To request information, please call the Phone Center at (608) 263-7060.
Mailing and Transport Regulations
When shipping specimens, it is essential that each specimen be packaged and shipped in compliance with the regulations set forth by the United States Postal Service, the Department of Transportation (DOT) and the International Air Transport Association (IATA).

DOT and IATA require certified training for all personnel involved in the packaging and shipping of samples for infectious disease. UW Health Client Services staff members responsible for packaging and shipping maintain a current certification.

All specimen requirements must be met prior to shipping. Refer to the individual test entry in the Test Directory for specific requirements.

For further information or inquiries, please contact the Clinical Laboratories Manager for Support Services at (608) 263-9095.
Research/Study Protocols
As an academic medical center, UW Health is committed to advancing medical knowledge through research. Investigators are involved in many projects, including clinical studies to test the effectiveness and safety of new therapies and medical devices, as well as to expand scientific and medical knowledge.
The Clinical Laboratories provide laboratory testing for approved research and investigational purposes. Questions may be referred to the Laboratory Research Specialist at (608) 262-5803.
Result Reporting and Inquiries
Laboratory results are reported in the UW Health electronic patient record in Health Link. Results are available through web interfaces to Health Link. The laboratory encourages the inpatient unit, outpatient clinic or physician to check the electronic record before calling the laboratory for results.
Laboratory testing results for referring clinics, physicians, and other health care providers that do not have access to the UWHC computer systems or cannot receive results via a networked printer, will receive reports via fax.
The UW Health Clinical Laboratories Phone Center, (608) 263-7060, provides telephone response to questions from health care providers regarding laboratory testing availability, specimen requirements, test results and patient report fax requests. Phone Center staff will assist clients with problem resolution regarding these issues. When calling with technical questions regarding test result interpretation or status, phone center staff will transfer caller to the appropriate laboratory section.