How will patients know what to do when their kit arrives?
Each kit has written step by step instructions on the sample collection, packaging and return process. For additional support, patients can also reference the Ash collection videos. If patients have a question on the testing process that Nu Image cannot answer, the Nu Image support team can reach out to clientsuccess@poweredbyash.com for assistance. Ash will never interface directly with Nu Image patients.
What should a patient do if their kit is missing materials?
If a patient’s kit does not have all of the materials laid out in the instructions provided, please reach out to clientsuccess@poweredbyash.com for assistance. We are able to send replacement items to the patient at no cost.
What are collection labels and why are they needed?
Collection labels refer to the stickers placed on each collection device. These labels are used to match a patient’s sample with the electronic lab order, verify identity, and to confirm stability of the sample.
Patients must fill out their Full Name, Date of Birth and Date/Time of Collection for the lab to process the order. If labels are not filled out, the sample will be placed on hold at the lab for up to 14 days while Ash support attempts to confirm this information with the Nu Image team.
Do kits expire? How will patients know if their kit is expired?
Prior to using it, most self-collection kits are usable up to 1 year from time of purchase. This expiration date is printed on a sticker on the outside of the box.
Once a patient collects their sample, the lab must process it within 15-30 days of collection, depending on the exact tests being run. This is meant to ensure the stability and integrity of the sample. If a sample exceeds its stability window, or if it is deemed compromised by other means, the lab will reject the sample. To be safe, we recommend patients return their kit as soon as possible after collecting.
Can patients return their samples without the box?
No, laws for transporting human specimens require that samples be returned in the box provided. If a patient has thrown out or misplaced their box, please reach out to clientsuccess@poweredbyash.com to coordinate a replacement.
Do patients need to pay to return their kit?
No, all kits come include a polymailer with a prepaid return shipping label addressed to the appropriate lab. All patients need to do is package their kit inside the polymailer envelope and drop it off at the nearest USPS location.