Help and FAQs

If you cannot find an answer to your questions, then please do not hesitate to contact us. Our staff are always happy to help you.

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User Guides

User Guides Content

Viewing your certificate of EQA scheme participation

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Videos

Videos Content

Viewing your certificate of EQA scheme participation (coming soon)

Viewing your EQA scheme reports (coming soon)

Understanding Your Invoice (coming soon)

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FAQs

FAQs Content

QWhat is the EMQN policy on laboratory performance in EQA schemes?

A

We measure rates of poor performance in all of our EQA schemes (except pilots). A copy of our policy for germline and technical EQA schemes can be downloaded from here. Our policy for  molecular pathology scheme can be downloaded from here.

QWhat is the EMQN policy on variant nomenclature?

A

A copy of our policy can be downloaded from here.

QWhat are the terms and conditions of EQA scheme participation?

A

Please see the following page of the website for more details.

QWhat EQA schemes do you offer?

A

We offer 50+ different EQA schemes. Please see our comprehensive scheme catalogue for more details

QWhat is pilot EQA scheme?

A

A pilot EQA is newly developing scheme. All pilots are restricted to no more than 30 laboratories. Performance criteria do not apply.

QWhat if I no longer wish to participate in a scheme which I purchased?

A

If you have received the EQA samples, then please submitt a letter to the EQA scheme upload facility to notify EMQN that you are withdrawing from the scheme. Note this is important as non-submission of results MAY lead to you being classified as a poor performer- therefore you MUST tell us if you do not intend to submit results.

QWhat do I do if I think I will miss the EQA results submission deadline?

A

Please contact us.

QWhat if I have query about the running of the scheme?

A

Please contact us.

QI have an issue with the samples received, what do I do?

A

If you experience any problems with samples (e.g., samples not arriving, insufficient samples, wrong samples etc.), please complete this form.

QHow much do schemes cost?

A

The prices for all our EQA schemes can be found in the scheme catalogue.

QIs my EQA scheme participation confidential?

A

The fact that your laboratory participates in EMQN schemes is not confidential. However, the raw data and performance scores are. Your laboratory information is confidential between you and the EMQN office (and in exceptional circumstances the Scheme Organiser and Management Board). Only your laboratory’s allocated unique EMQN reference number will identify its scores if published within this summary report.

QHow do I appeal?

A

If you feel that we have made any mistakes in the assessment of your returns you may submit an appeal to re-evaluate your report assessment. Laboratories have 3 weeks to do this from the publication of the scheme results – we will not accept appeals made outside of this timeframe. Thereafter the marks become final. The process for doing this is described in the EQA scheme report. Please remember that the primary aim of this EQA is to be educational, not punitive, and that we are trying to assist laboratories in their continuous efforts towards a higher quality of service.

QHow are my samples sent to me? When will I know they have been sent?

A

We use courier services provided by DHL and FEDEX. You will receive an email from the courier containing a tracking number so that you can trace your package.

QImportant dates

A

The dates of all our activities are summarised in the scheme timetable

QPurchase Order Numbers, do I need to supply one?

A

EMQN does not require a purchase order from your institution in order to process your invoice. However, if your institution requires that a purchase order number appears on your invoice, please add the purchase order number to the ‘PO Number’ field during your scheme purchase. This is covered in more detail in the video ‘How to order Schemes’. You can also add the purchase order number after the sale has been completed by signing in to your account, clicking on the purchase tab and clicking ‘Set Purchase Order Number’. If you supply multiple purchase order numbers, all of them will appear on your invoice.

QWhere is my invoice? When are these sent?

A

Invoices are not sent immediately upon the purchase of schemes. We invoice once a year, typically in April. The primary contact and bill payer will receive the invoice by e-mail and by post. It is therefore important that the details on your account are up to date.

QWhere do I put my Tax ID? Do I need to supply one?

A

We do need your TAX ID. If you have not provided one, then please contact us and we will update your records for you.

QWhere are invoices sent and how?

A

Invoices are sent to your billing contact. A copy is also sent to the primary EMQN account holder.

QWhen do I have to pay my invoice?

A

Payments should be made within 30 days of receipt of an invoice from EMQN (invoices will be sent by our host institution, Central Manchester and Manchester University Hospitals NHS Foundation Trust). After this date we will send a reminder to you to pay but EMQN reserves the right to withdraw services after an appropriate time limit.

QWhat are EMQNs bank details?

A

We can supply you with this information. Please contact us.

QI need a quotation, what do I do?

A

We can supply you with a copy invoice. Please contact us.

QI keep receiving statements, why is this?

A

Usually, this is because you have not paid the invoice, or the amount paid is incorrect. Please contact us.

QHow do I get a copy invoice?

A

We can supply you with a copy invoice. Please contact us.

QWhat are the terms and conditions of EMQN membership?

A

Please see the Terms and Conditions page of the website for more details.

QForgotten Password/Username

A

If you have forgotten your password, please click on the ‘Forgotten your password?’ link next to the green Login button but remember passwords are case sensitive! Follow the instructions to reset your password. Usernames are usually the e-mail address you used at the time of registration. If you have forgotten your username, then please contact us and one of our team members will help you.

QThe Primary User or contact has left the organisation, what do I do?

A

Contacts have both a username (to log in) and a contact e-mail address (to receive correspondence). You can amend the primary contact e-mail address by editing your account information in the lab summary section. Unfortunately, you cannot amend the primary contact username yourself. In this instance, please contact us and we will be able to assist you further. In the e-mail please provide your Lab ID Number, with a brief description of your issue. Where possible, we will require permission from the named primary account user to make any changes.

QWhat is my Lab/Organisation Number?

A

You can find your lab number by logging in to your account and clicking ‘Lab Summary’ on the left hand side. The details of your organisation will be listed including your organisation number.

QMy details have changed, how do I update these?

A

Please log in to your EMQN account and update your contact details.

QI cannot log into my account, why is this? What do I do?

A

We suspend access to a users account when we have not received payment. Please note that this is always a last resort when we have exhausted all other options.

QHow does the membership fee work?

A

The EMQN is supported financially by subscription fees. There is an EMQN membership fee payable annually- this must be paid every year to ensure lab membership remains valid. The membership period runs from 01 January to 31 December each year.

QHow do I close my account?

A

Please contact us.