Outage notice

Our Response to the Global IT Outage
Updated as of July 20, 2024, Noon ET

On July 19, 2024, a global information outage affected organizations across a span of industries, including diagnostic services. Quest is committed to outstanding service and patient care, and we are taking swift action to fully restore our operations.

Highlights:

• Several areas of our operations, including laboratory testing, call center services, administrative functions such as billing, and logistics, are now functioning at or nearly at normal levels.
• Provider clients should expect us to collect specimens as we normally would, with the exception of those that use FedEx for specimen transportation. In this case, we ask that provider clients hold their specimens until Monday, July 22, assuming FedEx resumes normal operations that day.
• Our Patient Services Centers (PSCs) are open but operating with reduced capacity, so patients may experience longer wait and service times.
• In addition, on July 19, we cancelled appointments for patients who scheduled a visit at one of our PSCs that day or Saturday, July 20, whose providers submitted test orders electronically. We encourage these affected patients to reschedule appointments as soon as Monday, July 22, at Schedule Appointment - Home Page (questdiagnostics.com).
• Patients who have a paper/printed test order from their physician may visit one of our Patient Service Centers for testing. As always, we encourage advance appointments, but will also honor walk-ins.
• While our call centers are operational, it is possible callers may experience extended delays as we handle higher call volume.
• We expect improvements to occur gradually across our PSCs and Call Centers with full restoration of these services within the next 1-2 days.

We recognize the inconvenience created by this matter and appreciate your patience as we work toward returning to normal operations. We especially appreciate your patience and consideration for the dedicated phlebotomists in our patient service centers. Our team is working tirelessly to address the impacts caused by the global IT outage in order to deliver the highest quality service to patients, providers and other clients.

Q&A

Are your laboratories able to provide testing?
Yes, our laboratories, including AmeriPath and Dermpath Diagnostics, are receiving, processing and testing specimens as well as reporting results.

I am a patient who received a notice via MyQuest that my appointment was cancelled. What should I do now?
We cancelled appointments for July 19 and July 20 for patients who had an electronic test order (i.e., their physician placed the order with us electronically). We encourage patients to reschedule appointments at Schedule Appointment - Home Page (questdiagnostics.com). Patients who have a paper test order from their physician (i.e., that their physician printed out for them) may visit our centers as usual.

I’m a hospital / physician. Is this global issue affecting my ability to order tests and receive results via Quest?
We are receiving and processing results. If providers are having issues, please contact your service representative or contact us at 1-866-MY-QUEST.

I’m a provider that uses FedEx and am concerned about maintaining specimen integrity until July 22. What should I do?
We recommend that providers store specimens at temperatures providing the longest stability. They may also consider using extra dry ice and cool packs in boxes for specimens requiring cold storage until FedEx transportation is possible. If you are a provider who has questions, please contact your service representative or call us at 1-866-MY-QUEST.

I’m a physician with a Quest phlebotomist in my office. Can I get help to access the Quest system?
We ask physicians with Quest in-office phlebotomists to contact our service number at 1-866-MY-QUEST.

What impact will this issue have on turnaround time for reporting results to my patients?
We may expect short term impact on turnaround times but are working to resume normal operations as soon as possible. If you are a provider who experiences a delay, please contact your service representative or contact us at 1-866-MY-QUEST.

I represent an organization that uses Quest for clinical lab services. How does this affect my clinical trial work?
Our laboratories are operational, and we are providing laboratory services for our biopharmaceutical clients as we normally would. Please contact your Quest representative for more information.

I represent an organization that uses Quest for employee programs, like workforce drug testing and population health.
Our laboratories are operational, and we are providing testing for our employer clients, including employee health screenings and workplace drug testing, as we normally would. Please contact your Quest representative for more information.

Updated as of July 19, 7:00p ET

Due to the global information outage that occurred Friday, Quest is taking swift action to respond, recover and restore our operations. Our Patient Services are operating with reduced capacity so you may experience longer wait and service times. Our Customer Contact teams are currently unavailable. We appreciate your patience as we work toward returning to normal operations.