Primary Care Resources

If you would like to add a test to an existing patient request you can do this by contacting our customer services team via our contact us page.

There are some restrictions on the length of time a test can be added to an existing specimen after receipt. Here is a list of the tests the team can add on, as well as the timeframe from receipt.

For any tests not on the list, the team cannot directly add these. However, this can be discussed with the relevant laboratory in regards to feasibility. To request this, please contact the customer services team and provide them with patient details and the test required to be added.

Indexor is a new blood sample tracking system for primary and community care.

Throughout 2025, we have successfully rolled out Indexor across all of our Synnovis phlebotomy community and hospital sites (including Gracefield Gardens health centre and the Tessa Jowell Health Centre), as well as phlebotomy hubs across the area covered by Bromley GP Alliance. It has also been implemented at the four main Lewisham and Greenwich Trust sites in Greenwich and Bexley (Queen Elizabeth Hospital, Queen Mary’s hospital, Eltham Community hospital and Erith Community hospital).

Indexor simplifies the storage and collection of blood samples, saving time for clinicians at GP practices and phlebotomy clinics. It will enable Synnovis to maintain the quality of the sample taken at a primary care source throughout its journey to our laboratories, by recording temperature, transport time frames and any excessive G force vibration. This will eliminate the occurrence of errors in the pre-analytics phase. The system will also enable time-sensitive priority samples to be identified on receipt in our laboratories to aid timely processing of samples and expedient return of results to you.

How it works

At your GP surgery or phlebotomy site, samples are currently labelled with tQuest barcoded labels. With Indexor, samples are scanned and placed straight into an iRack. The iRack contains an RFID tag, which holds the barcode identification and associated test but does not hold any patient-identifiable details. When the rack is ready for collection a lid is placed on top of the iRack and placed in the Indexor transport bag.

User guide and e-learning

For guidance on the new Indexor system, you can click here for resources.

• Click here for the Mini Indexor user guide.

FAQs

We’ve answered some frequently asked questions here. If you can’t find what you’re looking for please get in touch by emailing LetsTalk@synnovis.co.uk.

Swiftqueue is our online appointment booking system that helps to improve the patient experience.

Swiftqueue has worked with the NHS since 2013 and is used in more than 50 NHS Trusts around the UK. The booking system helps phlebotomy hubs manage patient flow, resulting in reduced wait times and overcrowding.

This page features a range of resources for patients and primary care colleagues, including the GP practice toolkit and answers to frequently asked questions.

Are you trying to book a blood test?

This page contains only information and resources about Swiftqueue. If you are a patient and wish to make an appointment instead, please click here.

Changes to how patients access Swiftqueue

From 1 July 2026, patients must access Swiftqueue using NHS login. The previous option to sign in using a Swiftqueue email address and password has been removed.

Patients who do not already have an NHS login can complete a simplified registration process before booking an appointment online.

Patients with appointments scheduled after 1 July 2026 have been contacted directly by Swiftqueue.

This change does not affect how patient information is stored.

For current information about booking an appointment, visit the Swiftqueue Help Centre.

Patient support and guidance

For current guidance on registering, using NHS login and booking or managing an appointment, visit the Swiftqueue Help Centre.

GSTT Posters and Flyers

• GSTT poster
• GSTT patient flyer

How to book an appointment for someone else

Visit the Swiftqueue Help Centre for guidance on booking an appointment for someone else.

KCH Posters and Flyers

• KCH poster
• KCH – Book a test for yourself

How to book an appointment for someone else

Visit the Swiftqueue Help Centre for guidance on booking an appointment for someone else.

Patient communication templates

• Social media graphic – Appointment time
• Social media graphic

FAQs

We’ve answered some frequently asked questions here. If you can’t find what you’re looking for please contact us.

The full range of consumables required by GP practices – from specimen collection kits through to transportation bags – can be ordered quickly and easily using the Synnovis online ordering portal.

You can access the ordering portal here.

*IMPORTANT INFORMATION*

Our consumables and logistics partner is Global Services Group (GSG). If you have any queries about consumables, please contact us.

All consumables will be delivered within 5 working days of an order being placed (excluding weekends and on bank holidays).

This short user guide provides a step-by-step overview of how to set up an account and use the portal. (See ‘Synnovis Consumables Portal User Guide’ in Source Content).

Phlebotomy products (for Bexley, Greenwich and Lewisham GPs only)

• Please click on this link to download the new ordering form (Excel document).

Consumables Portal User Guide (for Bexley, Greenwich, Lambeth, Lewisham and Southwark GPs only)

• Please click this link to access the user guide.

Urine Boric Acid Monovette Instructions

• Please click this link to access the instructions

Courier services

Synnovis has a bespoke and regular courier schedule with our logistics partners, Global Services Group (GSG). Schedules are reviewed regularly to minimise the amount of time that samples are in transit or in storage.

For any queries regarding collection arrangements, or to report a delayed or missing courier collection, please contact the Synnovis Customer Services team by calling 020 4513 7300 or emailing customerservices@synnovis.co.uk

Sample storage guidance and logistics

Synnovis takes all possible steps to ensure that the integrity of samples is maintained prior to them reaching our laboratories for testing.

All vehicles used by our logistics provider GSG are temperature controlled and we have worked with local phlebotomy services to help them safeguard samples prior to collection. We continue to monitor potassium levels in samples, as this allows us to detect any process anomalies.

This is particularly important during the extreme temperatures associated with changeable UK weather patterns. In the worst-case scenario, excessive heat or cold can lead to invalid results.

All samples must be placed into a Synnovis Transportation bag, sealed securely, and have all excess air removed before courier collection. Couriers are not responsible for bagging or sealing sample bags and should not be expected to do so.

Please follow the below advice when storing samples for collection:

• All samples should typically be stored at ambient room temperature while awaiting collection
• Do not refrigerate blood samples as these can be affected by the cold, leading to spurious results for some analytes
• Urines for microbiology should be collected in boric acid containers, which will ensure they are stabilised in the event of any delay in processing
• Urines and stool samples for biochemistry can be refrigerated if, for any reason, they had to be stored overnight. However, if you are having to store samples for longer than expected, you should contact the Synnovis Customer Services team so that collection arrangements can be reviewed

You can also escalate a courier issue with GSG directly. Guidance is provided within the pdf document here.

tQuest Information (Synnovis users in south east London only)

tQuest is a GP order comms system that allows practices using our services in south east London to request diagnostic tests electronically through EMIS. It is available around the clock and is the quickest and easiest way of ordering tests provided by Synnovis.

For any tQuest queries, request or issues please contact tquest@synnovis.co.uk

Important note

If you want to order pathology tests but are not a GP based in south east London, please refer to your own provider for tQuest arrangements.. Unfortunately, we can only process or assist with tQuest forms for Synnovis. Thank you for your understanding.

tQuest User Set Up & Admin

• For guidance on how to set new users up on tQuest please see the completing tQuest Update Forms for Service Users by clicking here.
• For guidance on tQuest admin for practice managers, see our practice manager guide by clicking here.

tQuest new user form

You can find the generic tQuest new user form that practices can fill out below. The contact email for any tQuest issues or enquiries is tquest@synnovis.co.uk

• tQuest New User Form

‘Downtime’ or ‘offline’ tQuest forms

Electronic ordering remains the preferred, fastest and safest way of ordering pathology tests and should be used as the default method. Offline forms will enable tests to be ordered during exceptional times when the system is temporarily unavailable.

New forms have been created to ensure GPs can still order pathology tests when they cannot access the Synnovis version of tQuest.

The forms standardise other similar paper forms and will mean that GP practices in Bexley, Greenwich, Lewisham, Bromley, Southwark and Lambeth can still order pathology tests when normal systems are not working for any reason.

This could be as a result of an issue which prevents people from sending electronic requests at their own organisation, or in the event of an outage or planned downtime for system maintenance.

There are three different forms to use, depending on the type of test being requested:

(Bromley practices please see note at the bottom of the page for alternative instructions)

Ordering tests not in the catalogue

To request a test not on the tQuest catalogue, please use the manual/offline request form. Please do not write additional tests on an electronic, they won’t be processed as the electronic order cannot be amended.

Standalone forms

IMPORTANT NOTE: Please ensure you enter the correct ODS code when using the below forms. Entering the incorrect code may cause results to be communicated to the incorrect submitter.

• SELHistopathology Downtime Form
• Harmonised catalogue document
• Blood Sciences Form
• Virology Form
• Microbiology Form

Note for Bromley practices only

Bromley practices can also access the forms via the Referrals Optimisation Protocol (F12) under the heading “Pathology”. Bromley GP hubs can also access the forms in this way or by using the following protocol in EMIS Web: Investigations Protocol (HUBS) UID:ME2239270223

• You can find a summary of Bromley specific changes here.

Best practice for highlighting patient conditions

Please provide all relevant clinical information to support pathology test requests, including any relevant pre-existing medical conditions. This will help our reporting clinicians to provide appropriate advice regarding interpretation and assist them in making decisions around notification and follow-up

EMIS versions of the forms

Note that EWDT files can only be opened once they have been imported to EMIS Web by following these instructions:

1. Save the downloaded EWDT file to a folder on your computer
2. In EMIS Web, access Resource Publisher.
3. To access Resource Publisher, click the EMIS Web Icon,EMIS pic.pngpoint to Configuration, and then select Resource Publisher. The Resource Publisher screen is displayed.
4. In the navigation pane, click the Document Templates tab
5. Select the folder where you want to save the imported template, and then on the ribbon click Import.
6. On the Open screen, navigate to and select the required template, and then click Open. The template is imported to the selected folder.

There are different forms for GP practices and primary care hubs. Please use the corresponding versions below.

• Click here to download Registered GP Test Request Forms.
• Click here to download GP HUB Test Request Forms.

DXS forms

DXS versions can be found in the ‘NHS South East London CCG’ folder on the DXS platform, by selecting ‘Pathology offline’ and then ‘TQuest Synnovis’.

Cervical Screening

For Cervical Screening issues, please contact helpdesk@tdlpathology.com.

Requesting changes to pathology services for primary care

Pathology services in south east London are delivered by Synnovis on behalf of King’s College Hospital and Guy’s & St Thomas’ Hospitals NHS Foundation Trusts. In turn, the hospital Trusts are contracted by the South East London Integrated Care Board (ICB).

Any requests for additions or changes to services, e.g. tQuest, the test catalogue, sample collection routes etc, must be made using the Change Control Enquiry Form (see link below).

Completed applications will require support from both the ICB and the hospital Trusts (via the Pathology Business Unit) before being forwarded to Synnovis to confirm if the request is both possible and practicable. Synnovis then reviews the request and submits a response to the ICB and Trusts for consideration and approval before any changes can be made.

Please complete the relevant form below and email it to joanne.lawlor@selondonics.nhs.uk and cheryl.leung@selondonics.nhs.uk

For all requests except logistics changes, please use the form below:

• Change control enquiry form.

For all logistics (courier) requests, you can raise requests initially by completing the below form to the ICB team: joanne.lawlor@selondonics.nhs.uk & cheryl.leung@selondonics.nhs.uk

• Synnovis Logistics Change Control Enquiry Form CCE

A new set of comprehensive test groups to enable simpler, one-click requesting have been developed. To date, we know there’s been varying access to test groups across the boroughs, so the new harmonised offering helps to reduce existing inequality for primary care colleagues throughout South East London.

The new user groups have been developed by Primary Care and Synnovis clinicians, with input from the ICB’s Medical Optimisations Team and Clinical Effectiveness South East London (CESEL) and were reviewed and updated against current NICE and local clinical guidelines.

Details of the components of each group and the associated pop-up comments can be found here.

Urgent clinical advice

For urgent clinical advice relating to Synnovis pathology services, contact Customer Services by telephone: 0204 513 7300 – Opening hours: Monday to Friday, 08:00 to 18:00

Complex or detailed clinical advice

For complex or detailed clinical advice requests, complete the Clinical Advice Proforma and email it to Customer Services at customerservices@synnovis.co.uk. Providing your query in writing helps us capture the clinical details accurately and route it to the most appropriate clinical team.

How to use the proforma

Complete all relevant fields. Include patient identifiers, the test name, and the sample date where applicable.

Outline the clinical question clearly. Provide relevant background and specify the advice required.

Indicate whether the query is clinically urgent.

Email the completed proforma to customerservices@synnovis.co.uk.

What happens next

Customer Services will triage your request and direct it to the most appropriate clinical advice team.

Read our latest primary care service updates here.