Assessment of laboratory quality is broken down into 4 phases; general, pre-analytical, analytical, and post-analytical. While the laboratory has control over the general (safety, policies, proficiency testing) and analytical portions, pre-analytical and post-analytical quality are often outside of their hands. Post-analytical quality refers to the processes that occur after the lab testing is completed including patient reports, communication and complaints. Pre-analytical specimen integrity is just as critical to the result reported by the laboratory. The laboratory must have processes in place to educate the customer on specimen collection, specimen storage and specimen transport. The laboratory must also have processes in place to identify when to reject specimens based on improper collection, storage and/or transport, and to communicate back to the customer in a manner which will provide education for improved specimen quality.