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FAQ’s For CityDoc’s Covid-19 RT-PCR testing

Which tests do you provide?

We provide COVID-19 RT-PCR (Polymerase Chain Reaction) testing using either the swab or the saliva test method. This testing will determine whether you were actively positive or negative for SARS-CoV-2 at the time of testing.

What is the accreditation of your tests?

All of our tests are ISO and CQC accredited. 

If your destination requires ISO 15189 accreditation, you must come into clinic to ensure you receive the correct test.

How do I book an appointment?

You can book an appointment either by calling one of our Booking Agents directly on 020 3481 9894 or by going through our ‘Online Booking’ option on the CityDoc website.

You will be charged a £50 reservation fee. This will be deducted from the cost of your appointment in the clinic. If you cancel your appointment more than 72 hours prior to your appointment, the reservation fee will be refunded to you.

When should I purchase my home testing kit?

Please order your kit as soon as you have booked travel to a destination that requires a negative Covid-19 result to enter. This must be more than five days prior to your travel date. Please confirm your specific requirements with your airline and/or the embassy for your travel destination to confirm our service is right for you.

If your sample window requires your test to be taken over the weekend, our home testing service is not suitable due to weekend postage delays. Please book into one of our London-based clinics. Please note, all tests taken in clinic on Saturday and Sunday are couriered to the laboratory on Sunday evening.

How long will it take to process my results?

If your sample was collected Sunday – Friday results are usually processed within 72 hours of the sample being received by the laboratory. If your sample was collected on a Saturday we would expect results to be returned in a minimum of 72 hours. Given the level pressure currently on the testing system, this is not something we are able to guarantee, and those using our service must understand the risk of occasional delay.
Some of our laboratories operate at a limited capacity over the weekend. If your sample window requires that your test is taken or processed Friday – Sunday, our home testing service is not suitable for you. You must come into one of our London-based clinics.

If I purchase a kit online, when will I receive it?

If you place your order prior to 12pm Monday – Friday, your order will be dispatched the same day and delivered to you the following day. If it has not been received in the expected timeframe, please contact [email protected].

Orders placed after 12pm on Friday or over the weekend will be dispatched on Monday and delivered to you on Tuesday.

When sending your test sample to the laboratory, please take note of the Royal Mail tracking number underneath the barcode on your postage sticker. This can be used to track your parcel’s delivery to the laboratory.

Which clinics do you offer Covid- testing in?

Currently, all of our in-clinic Covid testing facilities are based in Central London, including our flagship clinics in Moorgate, Canary Wharf and London Bridge. We also offer this service through our partnership with The London Travel Clinic (see website here) in the following locations; Hammersmith, Victoria, Kings Cross and London Bridge.

How much do the tests cost?

Home testing Covid-19 RT-PCR tests: £185

In-clinic Covid-19 RT-PCR tests: £200

Antibody tests: £139

If you have been directed to us through one of our corporate partners, please follow the link provided by the partner for the correct information.

Are the tests suitable for travel?

As part of our PCR testing service we will provide you with a ‘Border Entry Report’ which is sufficient documentation for travelling in most cases. This is outlined by the travel guidance provided by the Foreign office www.gov.uk/guidance/travel-advice-novel-coronavirus. Travel requirements in the current climate are ever changing so please do confirm what is required for you travel in advance with either your airline or the Embassy for you travel destination.

Which test do I need?

Your travel destination may require a specific RT-PCR test method (swab or saliva) and equally may not accept home-testing. In the current climate, travel requirements are ever changing – please confirm what you need with your airline and/or the embassy for your travel destination before you purchase one of our tests.

When should I take my test?

Each travel destination and airline will require you to take and gain the results of your test within a specific time frame. Please check when your required timeframe starts and ends with your airline and/or the embassy for your travel destination before booking. It is each client’s responsibility when booking for travel purposes to choose a suitable appointment or test date in correspondence with their specific requirements.

Please note, if you are using one of our home kits, you must register your kit when you take the test. If you do not, the lab will be unable to match your sample to a registered account. The time/date on your results certificate will be the time the test was registered. If you register sooner, your result may be outside of your required window.

Our home testing kits are not suitable if your sample window requires your test to be taken or processed on Friday – Sunday. You will need to come into one of our London-based clinics.

Is there any preparation required before coming to my appointment?

Yes. It is essential that 30 minutes before your appointment you do not smoke, drink, eat, chew gum or brush your teeth as not to contaminate the test sample. Non-compliance with this advice can render your test result inconclusive.

Please also ensure you have a form of identification with you when attending your appointment.

Can you test children?

Yes. Both of our COVID-19 PCR test methods are suitable and can be administered to any age group. Whether your child actually requires the testing or not, however, is something you would need to query with your airline or the embassy for your travel destination. Please note, the saliva test requires a significant amount of saliva to be produced. It is up to guardians whether this will be suitable for their child.

Anyone under 18 testing in clinic must have a parent or guardian present at the appointment.

When and how do I get my results?

Depending on which test method you use your results will either be emailed to you or uploaded onto our laboratories direct results portal, of which you will be registered to and attain log-in details for at the time of your appointment.

We aim to get your results to you within 72 hours from the time the sample is received by the lab, however, we can not guarantee a specific timeline due to unforeseen circumstances arising in the current climate. Please note – our laboratories operate at a limited capacity over the weekend. If your sample window requires that your test is taken or processed over the weekend, this could cause a further delay of 24-48 hours.

What does an unclear or inconclusive result mean?

A small number of tests may come back unclear or inconclusive. This simply means it was not possible to say if you had the virus when the test was done. There are a number of reasons why this might happen and it unfortunately means you will need to be tested again. We will not charge you for an inconclusive or unclear result – we will either refund you in full, send you a new test kit or book you into one of our clinics.
NB: CityDoc will not be liable for losses incurred as a result of an unclear or inconclusive test. 

I have purchased a test kit, but my situation has changed and it is no longer required. Can I return it?

Yes – your kit can be returned. A processing fee of £30 will be deducted from your refund to cover the costs of handling returns. If the sample kit has been interfered with in any way, no refund will be applied.

Please kindly return it to the address below using the envelope and postage sticker provided.
You will need to black out the current address and replace it with the below. The parcel must be posted via priority postal box. Please ensure your name is included on the parcel.

Attn: Orders (return)
CityDoc
133 Creek Road
Greenwich
SE8 3BU

Once the kit has been received, it can take up to 7 working days for the refund to be processed.

Please note that we will charge a £30 administration fee for every return.

My flight was cancelled/ changed. Is my test still valid?

If your flight has been changed or cancelled and your testing period now falls outside of your stipulated time-frame, your results will now be invalid unless advised otherwise by your airline or the embassy for your travel destination. CityDoc CAN NOT under any circumstances amend the dates or times on your Border Entry Report and you will therefore need to book in and pay to have your test retaken to adhere to the time frame of your new flight.

If your kit is unused and no longer required due to travel cancellations or changes, you are able to return the kit to us. Please see question regarding returns process for details.

I have symptoms and therefore can not come into clinic. What are my options?

CityDoc CAN NOT under any circumstances test symptomatic patients or patients that have been in contact with someone tested positive of the virus before the 2 weeks quarantine period. This is due to government guidelines and is to keep our staff and the general public as safe as possible. If you are symptomatic, you can order a home test kit through our website. If you do seek immediate medical advice regarding COVID-19 please contact 111 or your local GP via the telephone.

For any non-urgent COVID-19 queries you can email our specialist team at [email protected] .

My results haven’t come in time. What should I do?

Where possible, we will always endeavour to return your results within 72 hours. Our team cannot expedite or prioritise your test results under any circumstances. If your results have not arrived and you are outside of the 72 hour time-frame, please contact our Results Team for assistance by emailing [email protected] .

The timeline outlined above cannot be guaranteed due to the high level of pressure on the testing system at present. Everyone taking our tests must understand the risk of occasional delay. Therefore, we cannot compensate for any interrupted travel.

If you do not receive results within 5 days of your test being registered, you will be eligible for a refund.

I need to make a corporate or bulk order. Who do I contact?

If you require corporate or bulk bookings/orders please contact [email protected] and one of our corporate bookings team will be able to assist you.

I need to make a complaint. Who do I contact?

If you are unhappy with the service you have received please contact [email protected] and one of our customer services team will work with you to come to a resolution. Our teams are experiencing a high volume of queries at present – please allow seven working days before following up. Your patience during this busy and challenging time is much appreciated.

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