Hi Zentech!

I thought it would be useful to give an overview of our Covid testing packages as an

introduction to our training session this week.

We have a variety of packages for sale on our website. Our landing page gives a good
overview:

https://montagueclinic.com/express-covid-tests-green-amber-countries/

When people are travelling to the UK, they must:

Purchase an ‘arrival package’ depending on where they have been travelling. When they
purchase a package, they should automatically receive a booking confirmation number (5
letters followed by 7 numbers) in their confirmation email. They need this number to
complete a Passenger Locator Form (PLF) which must be completed in the 48 hours prior to
departing for the UK.
The package they need to purchase depends on the current covid risk of where they have
been. Countries are categorised into red, amber, green. CLICK HERE
Don’t worry about red - they don’t come to us.

If you have visited a green country, you only need to do a Day 2 test on arrival in the UK
(Day 0 is the day of arrival)

If you have visited an amber country, the tests you require depend on whether you have
been fully vaccinated by an approved vaccination programme (currently EU/USA/UK).
CLICK HERE . Essentially, if you are not vaccinated, you need to quarantine for 10 days
after arriving in the UK and perform a Day 2 and Day 8 test. If you are fully vaccinated, you
do not need to quarantine and only need to do a Day 2 test.

The vast majority of what we are doing at present involves people requiring tests after
arriving from green and amber countries.

All tests on offer in our website (apart from ‘Collect and Drop’) involve test kits being sent to
people in the mail. The UK arrival tests are dispatched on the day of arrival by Next Working
Day Delivery

In terms of the products offered in our website, they can be split into two broad categories:

1) Tests that we arrange ourselves

We are responsible for the whole pathway (ie we purchase the kits, take the bookings on our
website, are responsible for the kits getting to the client as well as arranging for the
completed sample back to the laboratory and issuing results):

Fit to fly test - the test clients require before leaving the UK. Ignore for now as generating
minimal email traffic
Test to release - a voluntary test that clients can do on Day 5 after arriving in the UK if they
are quarantining to allow them to leave quarantine. Ignore for now as generating minimal
email traffic

Premium Day 2 and 8 Package - we use more expensive London labs to get quick results
for people. Ignore for now as generating minimal email traffic

Collect and Drop Packages (Day 2 Tests) - we sell this at a heavily discounted cost.
Clients collect the test kits by hand and have to deliver them by hand to the laboratory.
There is limited availability of these but because they are cheap they are very popular and
generate a lot of email traffic.

2) Tests that we don’t arrange ourselves but are sold through an iframe in our website
A large laboratory embeds a booking widget in our website which people can purchase. The
kits are sent out by the lab (on day of arrival) and the whole process is the responsibility of
the lab.

● Green Day 2 (£55)

● Amber Day 2 for fully vaccinated people (£55)
● Amber Day 2 and 8 if not fully vaccinated (£99)

These 3 tests make up over 90% of our bookings. Despite being arranged by the lab, we
receive numerous queries which we need to answer.
Another issue is that a small proportion of people don’t receive their booking reference
number details on purchase. This naturally makes them anxious as they need this to
complete their Passenger Locator Form and board their flight.

There are many recurring themes in the queries people bring to us and we have created
autoexpander templates to be able to reply quickly.

Common themes and processes:

“I’ve not received my booking reference number”

● Template to patient outlining what they need to do
● If perceived to be urgent (ie their flight is imminent and they need to complete their
PLF, then we send a template to WhiteLabelUrgents@oncologica.com (do not copy
the client into this email but we can inform them that we are escalating it with the
lab).

We have autoexpander templates set up for all of the following:

“I can’t book a collect and drop appointment”

“What test do children need to purchase?”
“If I book, when will I get my booking reference number?”
“When are kits dispatched?”
“Which product should I buy?” (this template includes all options and you can delete what is
not relevant)
“I need to change my details”

This is a very quick overview but will hopefully serve as an introduction. The best place to
find any answers is the gov.uk website.

Looking forward to meeting you on Wednesday!

Ricky and Om