Dedicated 24/7 Call Centre & Patient Support Services
Dr. Essa Laboratory & Diagnostic Centre operates a dedicated 24/7 call centre designed to support patients before, during, and after their diagnostic tests. Our support team plays a critical role in ensuring accurate test bookings, timely guidance, and smooth coordination of home sample collection services across Pakistan.
Support Beyond Test Bookings
Unlike basic booking helplines, the Dr. Essa Lab call centre functions as a complete patient support system. Our trained healthcare support representatives manage diagnostic orders received via phone calls, WhatsApp, and our website, ensuring that patients receive clear guidance and the correct test booking based on their needs.
Patients are assisted with essential information related to test availability, timings, test preparation requirements, and expected reporting timelines — helping them plan their diagnostics with confidence and convenience.
Test Preparation Guidance & Patient Follow-Up
Our call centre team proactively connects with patients to confirm test details and guide them regarding test preparation requirements such as fasting, medication instructions, and sample collection procedures. This ensures accurate testing conditions and helps minimize inconvenience for patients and families.
Where required, our team follows up with patients to ensure their booking is confirmed, their sample collection is scheduled, and they remain informed about the next steps throughout the diagnostic journey.
Key Support Functions of Our 24/7Call Centre
Our 24/7 call centre supports patients with end-to-end assistance, including bookings, guidance, coordination, and follow-ups. Key services provided by our call centre include:
- Test bookings via call, WhatsApp, and website with accurate order placement and confirmation
- Test preparation guidance such as fasting requirements, medication instructions, and sample collection procedures
- Prescription review support for patients who need help understanding doctor instructions
- Test selection assistance to help patients choose the most appropriate tests based on their condition and physician advice
- Home sample collection coordination including nearest branch identification, scheduling, and rider assignment
- Real-time updates and follow-ups regarding booking status, collection timelines, and report availability
- Complaint handling and escalation to ensure timely action and continuous service improvement
Frequently Asked Questions – Dr. Essa Lab 24/7 Call Centre
What is the Dr. Essa Lab 24/7 call centre used for?
The Dr. Essa Lab 24/7 call centre supports patients with test bookings, test preparation guidance, home sample collection coordination, prescription clarification, and complaint resolution.
Can I book diagnostic tests through the call centre?
Yes. Patients can book diagnostic tests through the call centre via phone, WhatsApp, or by requesting assistance for bookings made on the website.
Does the call centre guide patients about test preparation requirements?
Yes. Our team guides patients regarding test preparation requirements such as fasting, medication instructions, and sample collection procedures to help ensure accurate testing.
Can the call centre help with home sample collection?
Yes. The call centre helps schedule home sample collection, identify the nearest branch, coordinate rider assignment, and provide updates regarding collection status.
Can the call centre assist in understanding prescriptions?
Yes. Patients who need help understanding a prescription can share details, and our support team can guide them regarding the diagnostic tests mentioned by the physician.
How does Dr. Essa Lab ensure complaints are handled properly?
Complaints and concerns are logged, monitored, and escalated when required to ensure timely action, resolution, and continuous service improvement.