Medical Courier Service

Service Area

We serve Hampton Roads and surrounding areas. Out-of-area requests are quoted on a case-by-case basis.

Service Options

Scheduled Route Service (SR)

Recurring weekly or bi-weekly pickups and deliveries on a fixed schedule. For facilities with predictable specimen transport needs.

• Service window: ±30 minutes on scheduled day
• Minimum commitment: 4 weeks
• Fleet: our volume transport vehicle (volume) or our priority transport vehicle (priority partners)
• Included: Electronic signature POD, HIPAA-compliant documentation, chain-of-custody forms, basic temperature monitoring, standard handling
• Pricing: Custom quotes based on distance, frequency, and service requirements

Same-Day STAT Service (SS)

Urgent, unscheduled pickups for time-sensitive specimens.

• Response time: 2-hour response from call; 4-hour delivery or full refund
• Operating hours: M–F 8am–5pm, Sat 9am–1pm
• Fleet: our priority transport vehicle (priority dispatch)
• Included: Priority dispatch, electronic POD with photo confirmation, HIPAA documentation
• Pricing: Courier pricing is quoted per route. We'll email you a quote

Temperature-Controlled Transport (TC)

For pharmaceuticals, biologics, and temperature-sensitive specimens. Available as an add-on to both scheduled and STAT service.

• Capability: Insulated cooler with ice packs maintaining 2–8°C ±2°
• SLA: Scheduled ±45 min; STAT available M–F 8am–3pm
• Included: Driver training, temperature log, manual temperature checks every 30 min (STAT) or continuous (scheduled)
• Surcharge: +$35/trip (scheduled) or +$25/trip (STAT account holders)

Chain-of-Custody & Documentation

Pickup Process

1. Driver calls facility 10 minutes before arrival
2. Staff verifies package label against manifest, checks for damage
3. Driver records: facility name, contact, shipment description (specimen type, quantity, no patient IDs), time, witness name and title, vehicle ID
4. Photo taken: sealed packages in vehicle (no contents visible)

In-Transit

• Temperature log reviewed every 30 minutes (STAT) or continuously (active cooler)
• No food or personal items in transport area
• Vehicle maintenance checks every 2 hours (TC only)
• Immediate notification if temperature excursion detected

Delivery Process

1. Driver calls receiving facility 10 minutes before arrival
2. Staff confirms correct department and recipient; verifies no damage en route
3. Delivery staff records: facility name, recipient name/title/department, time, any issues, witness signature
4. Photo taken: receipt with signature visible (no contents)
5. Driver retains COC form for 7 days; copy provided to customer within 24 hours

Deliverable & Exception Handling

All chain-of-custody forms and delivery photos are retained digitally and organized by date and customer. Records are kept for 7 years to meet HIPAA standards. Weekly customers receive a summary email every Friday afternoon with run count, condition notes, and next week's schedule. Any temperature issue or failed delivery triggers same-day owner notification and customer follow-up within 24 hours.

Insurance & Compliance

• General liability: $1M per incident
• Cargo coverage: $50K limit per shipment
• Vehicles: Liability, collision, and commercial auto
• HIPAA: Business Associate Agreements available upon request for covered entities
• Driver training: Chain-of-custody workflow and temperature-sensitive handling

Eligibility & Requirements

Eligible Shipment Types

• Lab specimens (blood, tissue, cultures, genetic samples)
• Pharmaceutical shipments (including temperature-controlled)
• Inter-facility transfers (medical records, equipment, supplies)
• Medical equipment (non-hazardous, non-oversized per vehicle specs)
• Dialysis supplies and specialty medications

Explicitly Excluded

• Hazardous materials (HAZMAT classified)
• Biological waste destined for incineration
• Sharps containers (except in closed, sealed, labeled medical shipping bins)
• Human organs or tissue (requires specialty licensing)
• Patient transport (non-medical courier only)

Customer Responsibility

Specimens must arrive properly sealed, labeled, and at the correct temperature. Lillium assumes no liability for pre-existing temperature excursions or improper packaging. Customers certify all shipments are non-hazardous; suspected hazmat shipments are refused.