Upholding standards in MRO services
By National MRO
In today’s competitive business landscape, the pressure on Medical Review Officers (MROs) to reduce costs is intense. Unfortunately, this has led many to cut corners, compromising the quality of their services. At National MRO, we are committed to maintaining the highest standards of service and compliance, ensuring that both regulated and non-regulated drug testing programs are conducted professionally and accurately.
Cutting corners compromises quality
One of the most noticeable impacts of cost-cutting is the reduction in customer service staff. When communication among MROs, Consortium/Third Party Administrators (C/TPAs), and employers breaks down, the entire drug testing process suffers. Delays in result reporting, mismanagement of critical information, and a general lack of trust and reliability are common outcomes. At National MRO, we prioritize robust communication channels, ensuring all parties are kept informed and engaged throughout the testing process. This commitment to communication prevents misunderstandings and ensures timely, accurate reporting.
Another significant issue arises when MROs shift away from established industry practices to save costs, especially when reviewing non-regulated work. Examples include not reviewing negative, non-regulated test results or skipping Quality Assurance (QA) checks on non-regulated Custody and Control Forms (CCFs). These practices not only undermine the integrity of the testing process, but they can also cause major legal issues for all parties involved. At National MRO, we adhere to industry-established practices rigorously, regardless of whether the testing is DOT, HHS, NRC, or non-regulated. We review all test results, including negatives, and perform necessary QA checks on all CCFs. This thorough approach ensures every test result is accurate and reliable, maintaining the integrity of the drug testing program.
A particularly troubling trend is the practice of laboratories sending only non-negative results (for non-regulated tests) to the MRO, leaving C/TPAs or employers to generate their own reports for negative test results. This bypasses the critical review process by a qualified and certified MRO, increasing the risk of errors and non-compliance. We handle all test results, whether positive or negative, ensuring each undergoes the same level of scrutiny. By doing so, we maintain a consistent and reliable process our clients can trust, avoiding the potential pitfalls of selective reporting.
There is a common misconception that non-regulated negative results do not need to be reviewed because they are rarely contested. This overlooks the broader implications of a comprehensive drug testing program. Drug testing programs are only as strong as their weakest link. If one component—such as the review of negative results—is neglected, the entire program’s credibility is undermined. Consistent review practices ensure every test result is held to the same standard, reinforcing the drug testing program’s reliability. In the event of a legal challenge, having a thorough review process for all results, including negatives, provides a stronger defense. It demonstrates the program is comprehensive and rigorous, enhancing its legal defensibility. Further, reviewing all results ensures no errors slip through the cracks. Even a negative result can have discrepancies that, if left unchecked, could lead to questions about the overall accuracy and integrity of the employer’s testing program.
Importance of following industry standards
A scenario exemplifying the importance of reviewing negative results to industry standards involves a situation where an employee’s negative test result was not reviewed by an MRO. The employee was terminated due to a positive test result, which was later disputed. During the legal proceedings, the employee’s lawyer discovered the negative results, submitted along with other test results as part of the dispute, had not been reviewed and reported by the MRO, but instead by the C/TPA, contrary to the expectation of the employee. The employee’s lawyer argued this oversight indicated a systemic flaw in the employer’s entire drug testing program. The lawyer contended that if one negative result was not properly reviewed, it called into question the integrity of the entire program, suggesting other tests could also have been mishandled. This argument gained traction, leading the arbitrator to consider the possibility that all test results from the program might be unreliable and potentially prejudicial. The case was settled in favor of the employee. This example underscores the critical importance of adhering to thorough review processes for all results because any lapse can compromise the credibility and defensibility of the entire drug testing program.
A need for trust and transparency
Another scenario highlights the critical importance of maintaining transparency and trust in the drug testing process. Both the employer and the employee operated under the belief that all test results would be reviewed by a certified MRO, as explicitly noted on the non-regulated CCF. However, in an effort to cut costs, the C/TPA bypassed the MRO review for negative test results, producing the reports themselves. The employees’ union later grieved the test results, bringing the issue to light. During the grievance process, the union discovered the C/TPA had bypassed the MRO review for negative test results and had produced the reports independently. This discovery appalled both the employer and the employee. In their defense, the employer claimed they had been defrauded, arguing they had paid for a drug testing service that clearly indicated an MRO would review the laboratory results. They further stated that the review process was integral to ensuring the accuracy and integrity of the results, and they had no knowledge that they were provided with a report issued by the C/TPA instead of the MRO. The employer felt their trust had been violated, and the employee, supported by their union, claimed their contractual rights had been compromised. This breach of trust not only damaged the credibility of the employer’s drug testing program, but it also exposed the employer to unnecessary legal and reputational risks. This scenario emphasizes the necessity of adhering to promised protocols and maintaining the highest standards of review to ensure the integrity and reliability of the drug testing process.
For C/TPAs and employers aiming to uphold the highest standards in their drug testing programs, partnering with us at National MRO offers numerous benefits. Our dedication to maintaining the highest standards of quality and compliance ensures every result is accurate and legally defensible. Our experienced customer service team is always available to assist with any questions or concerns, ensuring smooth communication and timely support. With deep knowledge of federal regulations and industry best practices, we ensure all testing processes are compliant and up-to-date, giving our clients peace of mind. We handle the entire spectrum of test results, including all specimen types, and we provide a comprehensive and reliable service that can be trusted. In addition, we have spent eight years creating a software platform, called Veriport, for the sole purpose of decreasing turnaround time and holding our team accountable for every step of the medical review process. Not only is Veriport a fantastic medical review technology tool, but it also helps hundreds of C/TPAs manage their testing business as well.
In an industry where the pressure to cut costs can lead to compromised service, we stand firm in our commitment to quality and compliance. By upholding rigorous standards for both regulated and non-regulated testing, we ensure every report is accurate, reliable, and legally defensible. We invite C/TPAs and employers to partner with us and experience the difference that dedication to excellence can make in their drug testing programs. Together, we can bring service back to the role of the service agent and ensure the integrity of drug testing processes for all.
If you’re ready to enhance your drug testing program with a partner committed to the highest standards, technological innovation, and compliance, contact us at National MRO today. Let us help you ensure that every test result is reviewed thoroughly, maintaining the credibility and reliability your program deserves.
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