Doug VanOort
Analyst · your question.
Yes, Chris. Thanks for the question. As I said, the testing process was not where we have had challenges. We have had challenges and I think I mentioned a couple of different areas. Order entry, which we call accessioning in the lab business, is a key one, logistics is another one. In order entry for example, we have got – as people – as our clients were moving to one system from two systems, we had people in accessioning working actually in two different laboratory systems. So, some specimens would come in, they put the orders in the old Clarient system. Some specimens came in, they put the orders in the NeoGenomic system. The NeoGenomic system was different than the Clarient system. So, these accessioners, these people who are putting the orders in have to be trained on both systems, because they are different and because they are moving from system to system, they make some errors. When they make errors, what happens is we might put the client name in wrong or put the address in wrong or something like that. These things cause issues. And then when that happens, then there is a problem hold and we don’t get test output on time or we have to callback the client. And we have had those kinds of issues. You might say well, that’s really easy to fix. Well, it is easy to fix, but it just takes a little time, because we have to bring in the right people, we have to train them, we have to make sure that we have the right quality controls. We do a whole number of things and we put spot teams on this. We have operations excellence group that is very, very involved and we are getting these things fixed, but it takes a little time. And there are – as you know, this business, there are 500 things that have to happen every single day to satisfy our client. And you can do – ordered 99 of them very well and you make one mistake and it’s a mistake. So, I feel very confident that we will get all of these issues well under management and the lab in balance, but it’s just taking a little bit longer than we expected.