Labtests is blushing over a communications error telling GPs to ring rival Diagnostic Medlab with any questions about the switch in laboratory providers in the Auckland region.

Newcomer Labtests, which takes over from DML in Counties Manukau from next Monday, sent an email update to GPs yesterday urging them to call "0508 LABTESTS (0800 522 837)" if they have any questions or concerns once the transition starts.

The first number, 0508 LABTESTS, reaches Labtests' helpline but callers who dial the 0800 number are greeted by a receptionist saying: "Good [morning/afternoon], Diagnostic Medlab".

Same number, different prefix

DML received a couple of calls meant for Labtests yesterday, and has received a few more this morning, its reception team reports.

The incumbent provider says it hopes the mistake in the email update to GPs won't cause any major problems.

In fact, mix-ups are more likely to occur from members of the public misreading the 0508 prefix and dialling 0800 instead, since this is the only difference between the Labtest and DML numbers, says DML's general manager of collection services and marketing, Armyne Raines.

"We certainly had a bit of a laugh yesterday afternoon," Ms Raines says.

The joke was along the lines of: "They're wanting our staff, they want our rooms, and now they've got our 0800 number," she says.

Labtests calls error "minor"

The error appears in Labtests' 3 August e-update in the "A word from the CEO" column signed by Labtests chief executive Ulf Linskog.

However, the correct 0508 number appears in several places throughout the newsletter, says Labtests' communications advisor Trish Sherson.

Labtests was not aware of the mix-up until called by New Zealand Doctor this morning for comment.

The error has since been fixed on the version of the 3 August e-update that appears on Labtests' website and a correction will be included in the next e-update due Friday morning.

"I think it's a minor error and it's been rectified," Ms Sherson says.

It is important for Aucklanders to have an easily remembered number to ease the transition, she adds, explaining why the only difference between Labtests' and DML's number is the prefix.

Labtests will refer any calls meant for DML to its rival and hopes that DML will do likewise, she says.

Labs transition imminent

Labtests won the tender for the Auckland region's DHBs' community laboratory contract in 2006, but had to fight several legal challenges from DML before getting the all clear in February from the Supreme Court to take over the contracts.

It will start providing community laboratory services in Counties Manukau from 10 August, Auckland from 24 August and Waitemata on 7 September.

After 7 September, DML will continue to operate in Auckland, as it holds the cervical screening contract and a number of private contracts.

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