How We Do It

The Quality Management System (QMS) of National Reference Laboratory is designed to provide the basis of quality processes, guidelines and laboratory workflows to ensure the delivery of quality testing services, accurate patient results, patient care, client satisfaction, and clinical outcomes.

The system has been defined according to, and incorporates principles from, the CLSI guideline, ISO 15189:2012 and the College of American Pathologists (CAP) accreditation standards. The system also ensures ongoing compliance with local licensing bodies, HAAD, DHA and MOH.

The leadership of National Reference Laboratory is committed to continuous process improvement to maintain an effective overall total quality management system. Ensuring quality through process development and monitoring is integral to National Reference Laboratory’s ethos and day-to-day operations. National Reference Laboratory has established best practice procedures, quality indicators and measures in every phase of the workflow; pre-analytical, analytical and post-analytical. 

National Reference Laboratory’s Quality Assurance (QA) team oversees regulatory guidance, staff education, QMS compliance and evaluation of QA developments for all National Reference Laboratory owned, managed and partnership laboratories: 

The QA Department publishes a QA Dashboard on a quarterly basis, to include the quality metrics and the achievements of the Department.

Quality Accreditations

The accreditation process is a key component of National Reference Laboratory’s quality assurance. It supports an objective assessment of laboratory process to improve patient outcomes through technical requirements and industry-defined quality standards. National Reference Laboratory’s employees actively participate in CAP’s accreditation process by serving as inspectors and conducting quality-related seminars. This level of involvement provides up-to-date industry knowledge that serves to enhance patient safety in every National Reference Laboratory’s facility.

With nine College of American Pathologists (CAP) laboratories, NRL is currently the largest CAP accredited laboratory network in the Middle East.

NRL has also attained ISO 15189 accreditations for six of the laboratories and has JCI accreditations for the hospital-based laboratories. 

NRL has attained the following accreditations: 

College of American Pathologists (CAP)

  • NRL laboratory in ICAD, Abu Dhabi 
  • NRL laboratory in Dubai             
  • NRL managed laboratory in Imperial College London Diabetes Center, Khaleej Al Arabi branch, Abu Dhabi
  • NRL managed laboratory in Imperial College London Diabetes Center, Zayed Sports City branch, Abu Dhabi
  • NRL managed laboratory in Imperial College London Diabetes Center, Al Ain branch
  • NRL managed laboratory in Healthpoint, Abu Dhabi
  • NRL Joint Anatomic Pathology laboratory at Cleveland Clinic Abu Dhabi
  • NRL managed laboratory in Etihad Medical Center, Abu Dhabi
  • NRL managed laboratory in Al Jalila Children's Hospital, Dubai

 

ISO 15189

  • NRL laboratory in ICAD, Abu Dhabi 
  • NRL laboratory in Dubai             
  • NRL managed laboratory in Imperial College London Diabetes Center, Khaleej Al Arabi Branch, Abu Dhabi
  • NRL managed laboratory in Imperial College London Diabetes Center, Al Ain Branch, Abu Dhabi
  • NRL managed laboratory in Healthpoint, Abu Dhabi
  • NRL Joint Anatomic Pathology Laboratory at Cleveland Clinic Abu Dhabi

 

JCI

  • NRL managed laboratory in Imperial College London Diabetes Center, Khaleej Al Arabi Branch, Abu Dhabi
  • NRL managed laboratory in Imperial College London Diabetes Center, Al Ain Branch, Abu Dhabi
  • NRL managed laboratory in Healthpoint, Abu Dhabi
  • NRL Joint Anatomic Pathology Laboratory at Cleveland Clinic Abu Dhabi

 

General Civil Aviation Authority (GCAA) Certified

NRL is one of only four laboratory providers in the UAE approved by the GCAA to carry out drug and alcohol testing for the UAE aviation industry.

One of the key differentiators that separates National Reference Laboratory from its competitors is its seamless logistics infrastructure, built on a foundation of quality specimen transportation guidelines. In the UAE, National Reference Laboratory has a fully compliant process that monitors a state-of-the-art fleet of radio-dispatched, GPS-monitored courier vehicles. Patient samples are picked up from clients, recorded by couriers and placed in temperature controlled containers appropriate for the specific testing requirements.

This robust logistics solution set a new benchmark for quality specimen transport standards in the region which leads to improved turn-around time and faster diagnosis. The client can be assured that the integrity of all samples is maintained at all points during the transportation process.     

An outline of the logistics process is as follows:

  • Courier pickups are provided six days per week or more frequent at the request of the client.

  • Test orders are placed through an online portal or a customized Test Requisition Form that is available for clients who prefer a more manual process.

  • Specimens are safely transported using an advanced Crēdo Cube™ system that is specifically designed and tested for temperature sensitive materials including those that must meet frozen requirements.

  • Specimens are accessioned and processed when they arrive at NRL’s laboratories by a dedicated specimen management team.

  • Specimens are tested at NRL or at NRL’s affiliated laboratories in the United States and Europe, depending on the tests ordered.

  • Patient results reports are available to clients through Cerner WebConnect™ (Cerner’s Outreach Physician Portal) or through an LIS interface.

 

Online Portal

First standalone laboratory in the region to apply the advanced Cerner Laboratory Information System (LIS)

National Reference Laboratory is the first standalone laboratory in the region to apply the advanced Cerner Laboratory Information System (LIS) as the backbone of our automation and expansion capabilities.

 

Interface solutions

What is an IT interface solution?

An IT interface is a bi-directional communication setup that connects the Electronic Medical Records (EMR) of medical facilities to a Laboratory Information System (LIS) allowing for Real-time test ordering from within the EMR & Reporting of results in the EMR instantaneously upon their release by the laboratory.

 

As National Reference Laboratory is driven by a customer-centric philosophy, our clients are the focus of everything that we do. In line with this commitment we are proud to deliver best-in-class and continually improving Technical Support services through the application of modern technologies and a dedicated Technical Support Team. Our growing Technical Support Call Center is operated by multilingual Technical Support Representatives that have the experience and knowledge to provide timely resolution of any customer queries.

NRL Technical Support

Toll free line

Call : 800-NRL(675)

1st Menu: 1 (Arabic) or 2(English)
2nd Menu : 3 (Technical Support)

Email:customercare@nrl.ae
Technical Support Call Center hours

8 am -10 pm Sunday-Thursday
8 am - 7 pm Saturday

 

 

National Reference LaboratoryNational Reference Laboratory’s fully-automated state-of-the-art laboratories and associated processes are specifically designed to meet the evolving needs of all healthcare stakeholders in the UAE.

National Reference Laboratory’s Abu Dhabi laboratory, built in 2011, was an initiative of Mubadala, strategically planned to meet the growing demand for both basic and advanced diagnostic testing in the UAE and the region, and reduce the requirement for international send-outs. This lab was established in order to create an efficient and high-quality solution that is closer to home while reducing both turnaround times and logistical costs.

The Molecular Diagnostics Laboratory based in our headquarters in Abu Dhabi lab is the only of its kind among the standalone referral laboratories in the region. This flagship laboratory features a state-of-art molecular laboratory set-up with annexed pressure controlled Pre-PCR and Post-PCR spaces complying with the most stringent international guidelines. National Reference Laboratory has invested in technologies that allow flexibility in test menu expansion to develop with new genetic markers and to carry out the most sophisticated molecular and genetic testing, therefore directly contributing to the realization of the vision of National Reference Laboratory to increase spectrum, coverage and overall efficiency of laboratory testing and minimize the dependency on international send-outs.

The following core features of the laboratories contribute to to National Reference Laboratory’s quality success:

  • Highly educated and trained staff that participate in documented orientation, training, assessment and proficiency programs
  • A standardized electronic document control system which ensures that all working documents are current and that only current authorized versions are available for active use
  • Specimen control systems monitor processes from the point of specimen acquisition to result delivery
  • Uniform instrumentation at all owned and managed labs allow standardized technologist training protocols that provide operational efficiencies and minimize human error  
  • All instruments and associated quality indicators are interfaced to the Laboratory Information System (LIS), which provides timely review and monitoring of patient results and a unified patient record across National Reference Laboratory network of laboratories
  • Standardized suppliers that meet regulatory requirements, provide volume based cost savings and implementation of best practices
  • Efficiency and utilization reports which improves both daily processes and facilitates  strategic forecasts


Clients have the ability to attain advice and support directly from the National Reference Laboratory's medical and scientific teams.