Feedback versus Complaint

Complaints and feedback are both valuable forms of communication, but they serve different purposes. When providing us with your insights, it is essential for us to diverse between your complaints and feedback to address your concerns effectively.

Below is a concise guide to assist you in distinguishing between the two:

Complaints
A complaint is an expression of dissatisfaction – related to its services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

Examples :

  • Late received test results
  • Mistake in test report

Feedback (customer satisfaction)
Feedback (customer satisfaction) are opinions, comments and expressions of interest in a product, a service or a complaints-handling process.

Examples :

  • Information of personal experience
  • Suggestions on form, website, test

How can I submit my feedback or make a complaint?

To facilitate the processing of your feedback and complaints, please include the following information:

  • Case or reference number (if applicable)
  • Identification number or any other information that allows us to identify you
  • A detailed description of the issue encountered

Your feedback and complaints must be submitted in writing by email to the address corresponding to the relevant Department:

1) To contact the Anatomical Pathology service of the NCP:
To initiate the process of feedback and complaints please fill the electronic form on this page : here
Please, ensure that personal contact details are correct (to confirm that the feedback/complaint has been received by the LNS, you must receive, after submission, within best delays a confirmation email).

For further information on how we process your personal data, please refer to our Data Protection Information Notices.

2) To contact the Gynecological Cytology sercice of the NCP:
The Gynecological Cytology service is committed to a Quality Management approach. As part of this commitment, you can complete the following  form to help us continuously improve the quality of our services.
Please return the completed form by email to: cytologie@lns.etat.lu.