Frequently asked questions
You’ll find on this page all the questions frequently received by our laboratory. If you haven’t found the answer to your question, please contact us : (+352) 488 288-1
Preparing for your blood test
I'd like to do a blood test, should I make an appointment ?
For most routine tests, you don’t need to make an appointment. Simply go to the laboratory of your choice and report to the reception desk.
Some specialized tests require an appointment. You can go directly to the laboratory of your choice or call 488 288-1.
If in doubt, or if you have any further questions, please do not hesitate to contact our laboratory.
I need to do a blood test at home, how do I schedule an appointment ?
You can request a home blood test on the basis of an explicit prescription from your doctor. Please check that this is mentioned on your prescription.
To make an appointment:
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- Do an online appointment request (service available only to patients with an account on the patient results server)
- Or call Laboratoire Ketterthill directly at 488 288-006. We are open from 7.00 am to 6.00 pm, Monday to Friday. Outside these hours, you can leave your request on our voicemail.
Are your laboratories adapted for people with reduced mobility ?
Several laboratories in our network have been adapted for people with reduced mobility. For a complete list and opening times, please visit the page our laboratories.
Are your laboratories open on Saturdays ?
Several of our laboratories are open on Saturday mornings, so you can carry out your analyses outside working hours. For the full list and opening times, go to the “Saturday opening” page.
Can I directly contact one of your laboratories ?
We have a hotline available on 488 288-1, Monday to Friday, 7am to 6pm, to answer any questions you may have about your blood tests or one of our laboratories.
Is my prescription still valid ?
- 2 months
- 6 months for renewable prescriptions, from the date of prescription
I can't find my prescription, can you do my sample ?
No, your prescription specifies the tests to be carried out and enables your health insurance fund to pay for them. You can, however, ask your doctor for a duplicate.
How can I get medical tests without a prescription ?
Yes, it is possible to carry out medical tests without a prescription, by filling in the “patient-requested test form” beforehand. In this case, you will not be reimbursed by the CNS, and your tests will be billed directly to you.
Are analyses refunded by the CNS ?
Most analyses are covered by the CNS. However, some medical analyses and genetic tests are not covered by the nomenclature, and you will have to pay for them yourself. Consult the list of analyses not reimbursed by the Caisse Nationale de Santé.
Biological tests
Why is my blood so dark ?
“Courageous” patients who watch their own blood being drawn find it very dark and sometimes worry about it.
Don’t worry, it’s normal ! Your blood is dark because it is venous blood that returns to the heart and is very low in oxygen.
Arterial blood leaving the heart, after oxygenating the lungs, is rich in oxygen and therefore appears redder and less dark.
So don’t worry ! Blood only looks bright red on a movie screen.
What are the recommendations for a urine test ?
Before any urine examination, please ask your doctor or our laboratory for a sterile bottle.
General case – Midstream urine
Please follow the steps in chronological order:
1. Wash hands with soap
2. Perform thorough intimate hygiene
3. Open the sterile bottle supplied by our laboratories
4. Dispose of the first urine stream in the toilet
5. Collect the urine in the bottle, taking care not to touch the upper edge of the container.
6. Close the bottle carefully. Label the bottle with your full name and date of birth.
7. Return the sample to the laboratory as soon as possible. After 30 minutes, store in a cool place (between +4°C and +8°C).
24-hour urine test
The aim is to collect all the urine produced by the kidneys over a 24-hour period. Please follow the steps in chronological order:
1. On waking, empty the bladder and flush the first urine down the toilet
2. From then on, note the time on the prescription. This is the starting point for the 24h
3. Collect all day and night urine in the bottle. Store in a cool, dark place.
4. The next day, at the time noted on the previous day, urinate one last time and collect the last urine passed.
5. Label the bottle with your surname, first name, date of birth and time of last collection on your prescription.
6. Return the bottle to the laboratory no later than 24 hours after collection.
What are the procedures for sperm enrichment ?
First of all, please contact our laboratory to arrange an appointment at 488 288-560 and find out about the practical details of collection.
1. At your appointment, you will be given a sterile vial for on-site collection.
2. Enrichment is carried out in our fertility department.
3. The enriched sample is then placed in a suitable transport device.
4. Return to the laboratory at the time indicated.
5. Take it to your doctor as soon as possible.
Results
How long does it take to receive my results ?
For most routine analyses, we guarantee that doctors and patients will receive their results on D-0, after 3pm, if they have been carried out in the morning.
Some analyses may take longer, such as bacteriological cultures, allergology analyses or certain serologies. In these cases, you will be informed of the turnaround time when your sample is taken.
In which format can I receive my results ?
When your results are available, you will be notified by SMS to go to our results server. This sms contains a link and an activation code enabling you to consult your results.
Can I get my test results by phone ?
No, for reasons of confidentiality and to avoid transcription errors, results are never given over the phone.
Can I get my test results by email ?
No, just like the telephone, we do not transmit any results by e-mail for reasons of confidentiality.
For dematerialized results, you can use our online results server and download your results to your devices.
I've lost my test results. Can you give me a copy ?
Yes, a duplicate can be mailed to the address indicated on your file.
You also have a 5-year history on our results server.
I haven't received my results yet, is this normal ?
Your results are deposited automatically on our results server.
You will be notified by sms of each new results report that you have not yet consulted. Be sure to follow the link in the last sms sent or directly via https://enp.ketterthill.lu/.
If your results are not notified within the announced timeframe, please do not hesitate to contact the laboratory on 488 288-1.
Will my doctor receive my test results ?
Yes, we systematically forward a copy of your results to your doctor.
Technical assistance – Digital Patient Environment
I can't find the activation code
The activation code is in the text message or e-mail you received to let you know that results were available. You need to enter it in “access your patient account”, then “code received”.
The activation code doesn't work
The activation code is valid for 24 hours, send you another activation code if the time limit is exceeded (please note that only 1 sms is sent per 10-minute slot).
I haven't received an activation code
From your DPE (Digital Patient Environment) account, “ make a request ‘ Code not received, despite referrals ’ in DPE. Your request will be processed by our secretariat within working hours.
I've lost my password
You can reset your password on the application’s home screen.
I've linked the wrong account as my main account / I've added a relative to my main account
In your settings, you can “reset access to my results”. You can then link the right account as the main account.
I've changed the website language, but my results are still in French
PDF results are independent of DPE and are only available in French.
I want to add a relative, does he or she require an e-mail address or a mobile phone number?
It’s not essential for your relatives one to have an e-mail address or mobile phone number. You can add him/her without this information on your own account by having his/her activation code (sent when results are available) and his/her date of birth.
I don't want to share my e-mail adress
The result server cannot function without e-mail. Ketterthill will limit the use of your e-mail according to our general terms of use. Your e-mail will not be used for commercial prospecting purposes, nor will it be communicated outside the Cerba group. Ketterthil can still send results reports in paper format, but as part of its CSR approach, the disappearance of paper format is envisaged.
I've changed my e-mail adress. I'd like to link my account to this new adress
You can change your e-mail address directly in the “Settings” section of the main menu.
I've lost my e-mail adress / I don't know which e-mail adress is linked to my account
You can recreate an account with a new e-mail address, and your results will be reimported.
We're separated parents, and we'd like each of us to have access to our children's results
It’s possible, both parents can add their children as relatives on their account. The parent who did not accompany the child to the center will nevertheless have to contact Ketterthill to obtain the activation code, or use the “Add a relative” function, then “code not received, despite referrals”.
I think I've blocked my account, is it possible ?
The account is blocked after 5 incorrect password attempts. Please contact info@ketterthill.lu to unblock it.
Why can't I see my oldest results ?
Ketterthill provides 5 years of results. Please contact our secretariat for an exceptional, time-limited shipment of older results.
