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

Q
What if the scheme is sponsored?

A

Some EQA schemes are sponsored by other organisations. This could mean that the scheme fee and membership fee are not charged. In some cases, the agreement to sponsor a scheme may happen after the registrations have opened. The EMQN team will ensure that all participants are charged or not charged fees as per the sponsorship agreements.

If you only register for a scheme where the scheme fee and membership fee is sponsored, you will not receive an invoice.

If an account remains open in subsequent years and sponsored schemes are not participated in, the lab will receive an invoice for the membership fee. This is only discounted if part of the sponsorship agreement and that scheme is registered for in any given year.

For more information see The scheme I want to register for is sponsored, will I be charged? question and answer in the Invoicing FAQ Section. 

Q
What is an ILR? What is a provisional ILR?

A

The ILR is the Individual Laboratory Report. When marking is complete participants will be informed their provisional ILR is available on their account. The provisional ILR is subject to change even if a lab does not make an appeal. This is because finding of appeals or other considerations may lead to changes in how all participants have been provisionally marked.

Provisional IRLs are clearly marked as provisional.

Q
My certificate does not include the correct organisation name, can I change this myself?

A

No, please contact the EMQN Team Contact Us. The EMQN team will regenerate the certificate and let you know when complete. We can only issue one certificate which will include all schemes which have been completed at that point in time.

Q
How do I know if my order is confirmed?

A

All orders are subject to approval which will usually be the same day. The primary contact will receive a confirmation e-mail when the order is approved. You can also check your orders in the Administration > Orders section. If orders are rejected, you will be given the reason for this in the confirmation e-mail. Where schemes are oversubscribed, your order may be rejected.

Q
I am having problems trying to submit my results, what do I do?

A

Information on submitting results is available in the scheme instructions, please read these carefully.  If you are still having issues, we recommend submitting results using a different browser for example Google Chrome. You should also log out of the website and delete all cookies from your browser. If this does not solve the problem please contact the EMQN Team Contact Us.

Q
I cannot see my Individual Lab Report. Where is it?

A

If the provisional or final individual lab reports have been issued then please log in to your account, click on Schemes and select the Year/Season e.g., 2018. Click on Details beside the scheme you wish to open the report for. From this page, look under the heading Quality Assessment Results and there should be an Individual Laboratory Report listed where you can click View Documents to the left to open your report. Provisional reports contain the text “This report is provisional pending the outcome of the appeals process”.

Q
When and how do I get my certificate?

A

Certificates are issued when the scheme has been fully complete and after Final ILRs have been issued. You will receive an email notifying when the certificate is available. To view the certificate Log in, click on Schemes, Click on View Laboratory Documents. If you cannot see your certificate and you have been notified that the certificates have been issued, please contact the EMQN Team.

Q
When do I get my results?

A

The results are issued in three stages – 1) Provisional IRL 2) Appeals 3) Final ILR. IRL = INDIVIDUAL LABORATORY REPORT. The Primary Contact will be notified when these are available so please ensure your details are up to date.

We are soon adding a visual table which will contain more detailed information about the timescales of schemes. This section will be updated when completed. Estimate date for publishing is February 2018.

 

Q
I have missed the registration date, what can I do?

A

Once registration is closed you will not be able to purchase schemes via website. On some occasions we can accept late registrations up to a certain point but please ensure we can accept a late registration before applying for an account. If we cannot accept your late registration, we strongly recommend you wait until the next years’ schemes open for registration usually on 1st September. This avoids you potentially be charged the membership fee for a year where you can not take part.

Please contact the EMQN Team Contact Us if you wish to enquire about late registration.

 

 

Q
When do the schemes run?

A

You can refer to the online Scheme Catalogue on the website or Log into your Account, click on Schemes, select the Year/Season eg., 2018, click Search, click Details next to the scheme.

We are soon adding a visual table which will contain more detailed information about the timescales of schemes. This section will be updated when completed. Estimate date for publishing is February 2018.

Q
How can I check which schemes I have registered for?

A

Log into your account and click on Administration (on the left hand side) and then Orders. Click on View on the line that corresponds for that year’s order.

Q
What 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.

Q
What is the EMQN policy on variant nomenclature?

A

A copy of our policy can be downloaded from here.

Q
What are the terms and conditions of EQA scheme participation?

A

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

Q
What EQA schemes do you offer?

A

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

Q
What is a pilot EQA scheme?

A

Pilot schemes are usually subsidised and are cheaper than normal non-pilot schemes. Pilot schemes are NOT covered by the scope of EMQN’s accreditation. Some Pilot schemes are run where labs can express an interest but may not be chosen to participate. Registering an interest is done by purchasing the scheme but the fee will usually be £0.00 at the point of registration. If there are fees for the schemes, the selected labs will have these added to their invoices. You will be notified if selected or not.

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

A

If you have received the EQA samples, then please submit a letter in PDF format 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. You will still be charged for the scheme if samples have been received.

If you wish to cancel your participation in a scheme and you have NOT received your samples we may be able to remove you from the scheme. In any case where we can remove charges we will do so.

Any requests to cancel or withdraw from scheme should be made by the the Primary Contact.

 

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

A

Please contact us and include your lab ID number and scheme name.

Q
What if I have query about the running of the scheme?

A

Scheme information can be found in the scheme catalogue available online. If the scheme instruction has been issued you will find more detailed information in them however, they are not issued until the samples have been dispatched. Scheme instructions contain detailed case information, scheme timelines and results submission information.

If you cannot find the answer to your query please contact us.

Q
How much do schemes cost?

A

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

Q
Is 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.

Q
How 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.

Q
How 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.

Q
My account is not approved, what do I do?

A

Account applications are usually approved within 3 days. On occasions we may reject applications but you will informed of the approval or rejection.

At certain times of year we will accept applications but not process them, this is where the schemes have closed for purchase that year and we are waiting to invoice for those schemes. At this point we do not approve applications as we do not want to charge organisations a membership fee for a year where they cannot take part as the schemes are closed.

We will begin to approve applications once we have invoiced for that year but before the next years schemes registrations open (usually on 1st September).

Q
How do I know if my account application was approved?

A

The EMQN Team process applications for accounts daily however it may take up to three days to complete the approval. You will receive an e-mail when the account is approved. We will reject applications where:

  1. an account already exists*
  2. a similar account has been closed and had a debt associated with it
  3. information is missing or unclear
  4. we can not find the organisation though our checks
  5. the billing address is that of a sponsoring organisation

*We are aware some organisations can have multiple accounts and EMQN may seek clarity that applicants are aware that an account already exists. This is to avoid organisations being charged two memberships fees unnecessarily.

If your account is approved or rejected you will be contacted. If rejected, you will be given the reason for this.

Q
I have reset my password and I still can not access my account, what can I do?

A

If you cannot access your account and you have tried to reset you password it may be suspended. Accounts are typically suspended where there is a residual debt on the account or where we have been asked to close/suspend them. If you cannot access your account and have reset your password, please contact the EMQN Team Contact Us.

Q
I do not receive any emails from EMQN

A

EMQN will communicate all scheme related information to the Primary User on the contact email address provided on the account, please check this is correct. E-mails may go into to your Junk e-mail folder,  please check and register the emails from our address as “Not Junk”.

On occasions we have found that e-mails may be pre-filtered out as SPAM before they reach your local server. If your contact address is correct and there are no e-mails in your Junk e-mail folder this may account for this however, there is no current solution to this. This pre-filtering may last days or weeks. If you need information please Contact Us.

If users unsubscribe from receiving e-mails they must contact EMQN if they wish their account to also be closed. If the account remains active, correspondence will continue to be sent to the registered e-mail address even if unsubscribed.

 

 

Q
How do I know if my contact and account details are correct?

A

It is important the Primary Account holder checks and ensures the details provided on the account are accurate including the Billing details. All information should be reviewed annually and updated when required in the Lab Summary section and clicking Edit Contact under each contact.

If you need to change the Billing Organisation use the Edit Contact and Change Organisation option.

If you wish to change the primary organisation name (this appears on the certificate) please Contact Us.

Q
What are the terms and conditions of EMQN membership?

A

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

Q
Forgotten 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.

Q
The 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.

Q
What 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.

Q
My details have changed, how do I update these?

A

The primary user can change the contact email address of the Primary Contact and this can be different to the Username. To do this log into your account, click on Lab Summary, Click Edit Contact under the Primary Contact and change the email address. Both the Username and the Contact Email address can be used to log into the account. The password is the same for both Username and Contact Email address. If your organisation name has changed, please Contact Us as we will have to make this amend for you.

Q
I 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.

Q
How is the membership fee charged? When do I pay this?

A

The membership fee is charged annually. If you open a new account after the schemes have been fully closed, your membership fee will not be charged because you cannot purchase any schemes for that year.  The first membership fee to be applied to the account will be for the following year even if no schemes are purchased. The first chargeable membership fee will be included on your annual invoice. Previously existing accounts will be charged the membership fee annually unless the EMQN team is notified that your laboratory would like to close their account.

Q
How do I close my account?

A

Please contact us.

Q
The scheme I want to register for is sponsored, will I be charged?

A

Where organisations are purchasing schemes which are sponsored, the fee for this will usually be £0.00 and you can simply purchase the schemes through the website. On occasions where sponsorship agreements are reached after the scheme has already been available for purchase, EMQN will discount the fees from each registered organisation as per the sponsorship agreement. If an organisation only registers for a scheme(s) where the full scheme fee is £0.00 and the sponsorship includes the membership fee, the organisation will not receive an invoice. That is where the total fees are £0.00. Please note organisations must NOT use the details of a 3rd party sponsor as their registered bill payer unless registered through RCPAQAP.

Q
How do I pay?

A

Our bank details are displayed on the bottom of your invoice for bank transfers. Alternatively there is a phone number on the invoice for payments over the phone or you can pay online by visiting http://www.cmft.nhs.uk/pay-online. Please ensure the invoice number is referenced on all payments.

Q
Why is my invoice from Manchester University Foundation Trust?

A

EMQN are hosted by the Manchester University Foundation Trust (MFT) and all invoices will be from that organisation. EMQN is referenced in the description on the invoice. All payments should be made to MFT using the payment details provided on the bottom of the invoice.

Q
I have an issue with my invoice, what do I do?

A

Please search the Invoice FAQ section for further information. If you cannot find the answer to your question, please Contact Us. Please include your lab ID and your invoice reference number (621xxxxxxxx) in your e-mail.

Q
I require a Purchase Order Number on my Invoice, what do I do?

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. 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. Alternatively, you Contact Us with your purchase order number and lab ID and we can add it to your account for you.

Please note that your online statement will usually show the value of the schemes you have purchased but not the annual membership fee. Please add the membership fee to your total purchase order value. If you are unsure what this is, please contact the EMQN Team referencing your statement number or your Lab ID.

Q
Where 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. You may be invoiced for some schemes in advance and some schemes in arrears depending when the schemes you have purchased actually run. The primary contact and bill payer will receive the invoice by e-mail. It is therefore important that the details on your account are up to date.

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

A

We do require your TAX ID if your lab is based in South America, Spain or your country requires the tax ID to be displayed on the invoice in order to make payment.. Otherwise, our team does not require your tax ID, but you may supply it to us if you would like the tax ID to be listed on your EMQN invoice. Your tax number can be added when opening an account or by contacting the EMQN team Contact Us.

Q
When 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.

Q
What are EMQNs bank details?

A

Our bank details are displayed on the bottom of your invoice. However, can supply you with additional information if required. Please Contact Us.

Q
I need a quotation, what do I do?

A

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

Q
I 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.

Q
How do I get a copy invoice?

A

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

Q
How are my samples shipped?

A

EMQN will dispatch samples using our nominated courier, DHL. DHL is used for the vast majority of shipments with the exception of Brazil. EMQN complies with IATA regulations for the shipment of Exempt Human Specimens and UN3373 Biological Substances Category B (Dangerous Goods). EMQN will not deviate from the requirements of IATA in relation to the type of goods which are sent.

Q
I want to have my samples delivered to another country, how do I do this?

A

Organisations/Laboratories may register a delivery address in a different country which is more accessible for the types of samples to be sent. Any further postage costs are the responsibility of the Organisation/Laboratory. Testing must be carried out at the organisation named on the account.

Q
What If I have a problem with my parcel or samples?

A

If you require additional samples, please use this link https://fd8.formdesk.com/EMQN/Samples.  This includes requests where there is an issue with the amount of DNA supplied. We will not process requests for repeat samples from e-mail requests.

If more samples are needed through negligence in handling, the lab will be charged for additional samples.

If you have received the wrong samples, samples are damaged or missing or you have any other issue with the parcel or samples received, please contact the office Contact Us.

Q
I have not received my samples, what do I do?

A

The Primary user will receive an e-mail with a shipping notification containing all details of the shipment.

  • Shipments to the EU are usually delivered 1-2 days after dispatch
  • Shipments to the rest of the world including North America, South America, the Middle East and Asia are usually delivered 2-7 days after dispatch

Where samples have not been received within these time frames you can track or trace the samples using the Waybill number provided. If goods are held in customs, please contact the local office of the courier used and reference the waybill number. Depending on your country, you may be asked to provide additional paperwork or more detailed address information.

Please contact the EMQN office Contact Us if you do not know the Waybill number or have other concerns over the delivery of samples.

Q
If I need special customs clearance, what do I do?

A

EMQN use some 3rd parties* for shipments into some countries (Australasia**, Brazil, China, Switzerland), if your organisation is in one of these countries you will not need to gain customs permission as parcels will be distributed locally. For organisations outside those countries, the organisation is responsible for checking its countries policies of receiving DNA samples. Customs permission and documents which have been obtained by the customer can be supplied to the EMQN office to be included in the shipments. Any correspondence must reference the Organisation/Laboratory ID and the scheme (or schemes) the documents relate to. EMQN will communicate with courier services on parcels which are held by customs however, EMQN will not directly communicate with customs or other officials on behalf of an Organisation/Laboratory. The release of any parcels which are held pending licences or related customs paperwork will be the responsibility of the receiving Organisation/Laboratory. If you need any information from EMQN please contact the office, Contact Us.

*Shipment via 3rd Parties – Due to complexities of customs regulations in some countries, EMQN uses some 3rd party distributors. As a result, receipt of samples sent through 3rd parties can be delayed. In such cases, EMQN will monitor any delays and offer deadline extensions to any labs which have received samples with unreasonable time frames for completing testing and the submission of results:

• China – Shipments are made through a distributor in Hong Kong. There is no requirement for any Chinese labs to seek licences to import samples from EMQN.

• Brazil – Shipments are made through a distributor in Brazil. There is no requirement for any Brazilian labs to seek licences to import samples from EMQN.

• **Australasia – If registered through RCPAQAP, labs will receive samples through RCPAQAP. If not registered through RCPAQAP, samples will be sent direct to the lab. Labs which are to receive direct shipments must provide their valid AQIS permit to EMQN, 8 weeks prior to the sample dispatch date.

• Switzerland – All samples are dispatch through CSCQ. There is no requirement for any Swiss labs to seek licences to import samples from EMQN.

• South America (including Brazil, Argentina, Ecuador, Mexico, Peru, Uruguay, Chile, Panama) – Each Organisation/Laboratory MUST provide their TAX ID/RUC/RFC/CRUT/ CNPJ/CPF or CUIT number when registering an account, without this EMQN cannot ship your samples. If the number is not provided, the Organisation/Laboratory may still be charged for those samples.

• Russia: EMQN are not able to send samples directly into Russia and do not currently have distributor in Russia. We recommend that any Organisation/Laboratory should contact their own customs or Government authorities to discuss the process of receiving EMQN samples before registering an account as costs may be incurred.

EMQN can by request use Fed Ex as an alternative courier. Please contact the EMQN office if you prefer this option prior to the dispatch date.