Photo by Claudio Schwarz on Unsplash
(Photo : Claudio Schwarz on Unsplash)

Medical courier services represent an integral and essential aspect of any medical business operations. No matter whether you run a laboratory, manage a hospital or work in a clinic, the courier you choose will play an important role in delivering biological samples, specimens, and equipment - in a safe, timely, and efficient way!

However, not all medical couriers are created equal. And, as the number of companies in the sector continues to multiply, it has become all the more difficult to find the right partner for your healthcare business. 

Here are the key questions to ask to find the best match for your needs. 

Do You Have Specialized Equipment for the Transportation of Sensitive Materials?

Companies offering courier services often use the versatility of their fleet to branch out into different niches, including the retail and industrial sectors. But unlike these industries, the medical sector requires specialized equipment, especially when it comes down to the transportation of specimens, biological samples, medical equipment, and other sensitive materials. 

So, the first question to ask a prospective courier is if they have the necessary systems and equipment to keep medical material safe, regulate temperature, and protect items from accidental damage. 

What Systems Do You Use To Track Deliveries?

According to a case study by the AHRQ, around 75% of medical testing errors happen during the pre-analytical phase - or, before they arrive at the laboratory. And, most of these errors are due to transportation issues such as mislabeling, delayed deliveries, and inadequate transportation methods. 

That is why the second most important question to ask a courier is whether they offer delivery tracking systems. Ideally, you should find a partner that provides real-time GPS tracking systems and full API integration with your current website or ordering software. 

What Are Your Shipping Standards?

Each courier service provider is different in terms of fleet size, delivery times, shipping options, and quality standards. 

Understanding what to expect from a certain provider is part of your due diligence. That is why you should ask them to share their OTD (On-Time Delivery) rates, customer ratings, and expected delivery times.

You should also enquire about available delivery options (i.e.: STAT delivery, one-day delivery, and international shipping).

What Other Clients Have You Worked With?

As the medical courier service industry continues to grow at a CAGR of over 9.3%, generic, unreliable, or inexperienced companies attempt to branch out into this profitable niche. However, not everyone will offer the standards necessary to deliver medical equipment and biological samples. 

That is why you should begin your search by looking at a company's history. 

The right medical specimen courier will have worked with a range of clients in the industry and will be able to provide a portfolio of past jobs, as well as their customer ratings on sites such as Trustpilot and Glassdoor. 

Are Your Employees Trained To Handle Biological Samples and Medical Equipment?

Beyond the claims a company might make, it's important to verify the quality and expertise of its team. 

In particular, you should investigate aspects such as:

  • Compliance with OSHA and HIPAA guidelines

  • Certifications for medical courier practice and to handle medical containers and materials

  • Training in sperm, eggs, and embryos transportation

  • Years of experience 

Some of the best companies also vet their couriers through written tests, in-person training and interviews, and several background checks. 

What Type of Insurance Cover Do You Have?

The safety of medical packages should be of utmost importance, for both you and the courier you choose to work with. 

Make sure to inquire about their shipping and delivery safety practices and ask about what type of insurance they offer to protect your packages and business from unforeseen accidents. 

What Level of Confidentiality Do You Offer?

As a healthcare provider, your Hippocratic Oath should extend to all aspects of your business - including the delivery, shipment, and logistics of patient samples and biological specimens.

That is why you will be responsible for ensuring that the company you choose to work with upholds patient confidentiality to the same standards and has the right systems in place to protect the data of both your clinic and your patients. 

How Will I Be Able To Contact You if I Am Experiencing Issues?

By asking the questions above, you'll be able to select a reliable and trustworthy partner for your medical practice. However, you might not be able to foresee all risks, and accidents can happen. 

In this case, you'll want your courier to offer 24/7 support and customer service. Make sure to discuss the worst-case scenario with prospective couriers to understand what damage control systems they have in place.