How do I access my report? How long does it take?

It should never take more than 14 calendar days from the day it was registered and mailed to the lab to processed.  As a patient, before assuming that anything outside this timeframe is a reason to submit a ticket to BrainSpan or request your report from BrainSpan, we must review the steps required for the process to work as intended and where it can breakdown, and how to isolate where the problem occurred and then who fixes it and how is that done. 

Requirements for your results to be provided to you electronically (when a practitioner performed your testing)


  1. Test kit was registered properly by you or the provider before the sample arrived at our lab. Unregistered kits are not processed and since we only have your name and Date of Birth (if legible), we must rely on your provider to confirm and register the kit. We cannot register the kit for you even if you email us asking us to do so once we confirm its unregistered status. This is to protect the relationship you have with your provider and the privacy of your results.
  2. The sample was properly mailed and received by lab: that involves placing it within the plastic bag and stamped envelope as instructed, and mailed to the lab facility. From there we depend on the USPS properly transporting it to the lab in a timely manner where all samples that are electronically registered are scanned in immediately. When it arrives, we alert you through email that it was received.  If both of those happen properly we send you, the patient  an email (comes from "BrainSpan" or the sender "info@brainspan.com") the day we receive it in the mail.  NOTE: If you do not have that email from BrainSpan, do not contact us first but instead, contact your provider as they can see if it shows received by lab within their provider account and the first place to inquire is the practitioner overseeing your testing process from beginning to finish since they can also confirm other details that are important regarding this stage of the process. Only if that fails, should BrainSpan be contacted at this stage. If the above occurs as normal, the following timelines and requirements then must be understood.
  3. Proper processing time has been alloted: All samples are processed within 7 calendar days from "received by lab" date and using the date it was received by lab and counting 7 calendar days can help determine if a ticket should be submitted.
  4. Proper procedures for the releasing of the report are followed as well as the timelines provided: You will receive a notice that your results are ready when the provider manually clicks on "send report" unless he or she has their account settings configured to automatically send you the report when it arrives. We provide the practitioner who conducted the test for you the allowed upon time of 30 days from the time it is processed to contact you and provide a meaningful report review to answer questions. This is why if you are confident enough time has past to process the sample and perhaps you found the "sample received" email from BrainSpan, but it is less than 30 days you should contact the provider before contacting us to save yourself time.

What to do if I do not receive the report?


Determine, with the provider first, is there any evidence of a breakdown in the required steps before BrainSpan reviews? If so, the provider will remedy and fix or if you cannot reach them or they are not providing the answers you need, please submit a ticket above, top right as either received by lab or not received by lab and the timeline being beyond 7 days. Their could be fees associated with the breakdown if it is determined that proper procedures were not followed and your provider will be responsible for determining the cause and communicating with us his or her concerns and if any procedures are partly to blame.

Why do we give the provider 30 days?


 Since you will likely receive much more value going through the report in their presence and with their validated recommendations immediately available to help you improve scores.
 
See other articles in Getting Started, Patients, Reports, Best Practice Articles, TroubleShooting