Contact

We will respond to all enquiries and questions as quickly as possible.
Our customer service team work 24 hours a day, 7 days per week responding to both calls and messages. 
We also have an extensive frequently asked questions section below which can help answer most of our common queries.

Call Us

Our customer service team can be reached by telephone Between 7am – 12am, 7 days a week. Please call us on 0330 1742 200 to be connected to an agent.

Should your query be related to appointments in Spain, please contact +34 965 035 685

Send a Message

Our messages are monitored 24 hours a day, 7 days per week. 

You can send a message through our website and your query can be dealt with quickly & easily.

Amend Your Booking

If you wish amend the date or time of your appointment, regardless of circumstance, you may do so free of charge by clicking the link below. 

Frequently Asked Questions

Scroll down or use the quick links below to find what your are looking for.

Self Service

How to amend booking?

If you wish you to amend the date or time of your appointment, you may do so through the Patient Portal. If you wish to amend the type of test, you will need to get in touch with the (0330 174 2200) customer service team and one of our operators will assist you in changing your appointment type.

Can i amend my booking more than once?

You can amend your booking up to three times maximum. 

Cancelling appointments

Is a similar method, call our customer service team and they will guide you through the process of cancellation. A refund will be in your account within 7-10 working days. Please be aware of our cancellation policy before you move forward with your request.

CANCELLATION POLICY. Our cancellation policy is agreed upon when you make an appointment with us. The cancellation policy is as followed:

  • Cancelling a PCR / Antigen test appointment 48 hours or more in advance entitles you to a 100% refund with a deduction of £20 administration fee for PCR test and £10 administration fee for the Antigen test.
  • Cancelling a PCR / Antigen test appointment between 48 and 24 hours before entitles you to a 50% refund with a deduction of £20 administration fee for PCR test and £10 administration fee for the Antigen test.
  • £20/£10 administration fee is per appointment not per booking

  • Cancelling an appointment on the same day regardless of the test would result in no refund at all being offered.

Emergency same day appointments cannot be cancelled but placed on hold. However, if you place the appointment on hold if you call to reinstate the appointment you must be tested the same day you call a member of our customer service team. 

How long does it take to get my refund?

Once you have requested your refund through a phone call or email with a member of our customer service team it will take up to 7-10 WORKING days for a refund to be processed and back into your account. Please be aware of our cancellation policy. 

How do i views my results?

You can view your results using our certificate portal which you will find on our website, you can access this by using the same email you used to create the booking you will then receive a one time password (OTP) to access and download your results and also request any changes should there be an issue with any information. This only applies to PCR tests e.g. FIT2FLY, Day 5 Test to Release. 

For antigen results they will be uploaded onto your profile that located on your mandatory Health Passport Worldwide, which you will be asked to download prior to your arrival at one of our clinics. Please ensure your app is scanned by one our clinicians to ensure your results are uploaded there. 

Alternatively, results can be emailed to you but this is only in the result of issues with either the certificate portal or with the HPW app. If you wish to have the results emailed to you in this circumstance please contact a member of our customer service team. 

Book a test

To book a test you will be able to do this online through our website, all you need to do is select the test you require, the clinic you wish to visit and the date and time you would be attending. You will then receive email confirmation as well as text reminder of your appointment. You will be asked to input personal information such as passport number that will be necessary for your certificate. 

We cannot take bookings over the phone. 

How long does it take to get my results?

This varies depending on the service you have purchased from us. 

  • If you have purchased one of our PCR Tests ( FIT2FLY, Emergency Same Day, Day 5 Test to Release) you will receive results by midnight. 
  • If you have purchased a Day 2 / Day 2 + 8 PCR test you will receive these results within 24 hours. 
  • If you have purchased the Express PCR Test ( this is NOT an emergency same day test ) you will receive your results within three hours after testing. 
  • If you have purchased the Lateral Flow Antigen Test you will receive your results within two hours after testing. 
  • If you have purchased a Day 2 fully vaccinated antigen test you will receive your results within two hours after testing.
  • If you have purchased the Travel and Home Use Test with Chronomics you will receive your results within a few minutes after testing. 
Information featured on test certificate

The personal information that is featured on your results will be name, address, date of birth and passport that will all be entered by you when you book the appointment. 

The test information that features on your results will the test time / test date and type of test you have taken along with the results of your swab. 

Information for the healthcare facility will also be included on your test as well as clinic information approved and signed by our medical director. 

For an antigen test, the information above will feature as well as additional information such as test serial number and the sensitivity specificity and accuracy of the test. 

My results are late, what should I do?

If you are unable to access the results on either the portal or they have not been uploaded to your HPW app. Please get in touch with a our customer service team and one of our call agents can assist you in getting those results sent to you as soon as possible. 

Travel Updates

How do I find out if a country is red, amber or green?

This information can be accessed via the gov.uk website this is updated when necessary changes are made to travel. You can find the specific regulations for each country on that website.

Travelling from a green country?

Before you travel to England from a green list country you must take a test three days prior to arrival in England. 

Upon arrival in England you must book and pay for DAY 2 TEST that you must take after you have arrived in the country as well as completing a passenger locator form. If you are double vaccinated you would only have to take a Day 2 Antigen test. 

You will not need to quarantine unless the results from your DAY 2 TEST is positive. 

Travelling from a red country

Before you travel to England you must take a test three days prior to travelling to England. You must book a quarantine hotel package that includes two tests. 

Upon arrival in England you must isolate and quarantine in a managed hotel for ten days. 

Our Services

What is pre-departure testing?

Pre-departure testing is the test requires you to have before entering. This will be taken in England before you board your flight at least 72 hours prior to travel with a PCR Test or 48 hours prior to travel with a Lateral Flow Antigen Test. 

Be aware that different countries have different requirements so ensure with your travel provider before hand that you book the correct test and have a clear timeframe for testing in mind. 

What is RT-PCR testing?

A RT-PCR Test ( Reverse Transcription Polymerase Chain Reaction ) is a laboratory technique combining reverse transcription of RNA and DNA and amplification of specific DNA targets using PCR. It is primarily used to measure the amount of the specific RNA (in our case RNA of SARS CoV-2) It is a oropharyngeal test and takes 10 minutes to swab each tonsil with results being supplied within 24 hours.

What is lateral flow antigen testing?

A Rapid Antigen test is a rapid diagnostic test suitable for point of care testing that directly detects the presence or absence of a antigen so it is commonly used to detect the SARS CoV-2 ( the virus that causes Covid ) The rapid test is a type of lateral flow test that usually gives a result within 15-30 minutes. DAM Health uses its own brand of RAT which is CE marked and authorized by an EU competent authority. A certificate will be issued with the results from the swab within two hours after testing. 

What is antibody testing?

A antibody test detects previous infection of COVID-19 but does not if you are currently infected with the virus. If you have had the Coronavirus your immune system may have produced antibodies to fight the infection. Antibody tests are completed by collecting a blood sample from the patient. 

What test do I need for my trip?

This varies depending on the country that you intend on travelling too. For legal reasons our agents in customer service cannot advise on which test you need to take due to liability issues. You would need to either look up the relevant information on the government website or get in touch with your travel provider to ensure you have the correct information on which test you need to take. 

What are the requirements for arrival in the UK?

The rules vary depending on which list the country you are arriving on features. If you arriving from a green list and you are double vaccinated you will require a supervised lateral flow test. If you are not double vaccinated you would need to purchase a DAY 2 test. 

From a red list country if you are not double vaccinated you still require a Day 2 and 8 test. 

If you are fully vaccinated and travelling from a green list country then you will only need to purchase a Day 2 Lateral Flow Antigen test. 

What does fully vaccinated mean?

If you have been fully vaccinated this means you have both COVID-19 jabs provided by the NHS at your local GP or vaccination station. Being fully vaccinated makes you able to travel without the necessary amount of testing pending the regulations of the country that you are travelling to. If you are fully vaccinated you also only need to take a Day 2 Lateral Flow Antigen Test upon arrival in the UK. 

Testing & Test Centres

What are the different types of COVID-19 tests?

These are the different COVID-19 tests that we supply. 

PRE-DEPARTURE TESTING: 

  • RT-PCR TEST (FIT2FLY) – This test is a 10 minute test that involves a quick swab of the tonsils. The sample is sent to our laboratory were results are processed and ready by midnight. This test can be used to travel and is accepted in most countries.
  • Lateral Flow Antigen Test – This test again is a 10 minute test that involves a swab of the tonsils ( we do offer a spit test if informed prior to testing ) The results are ready within 20-30 minutes however due to issuing a certificate results will be sent out within two hours. 
  • Antibody Test – This test is only accepted by a small number of countries so make sure you are aware prior to travel. This test is a blood sample that identifies any antibodies of COVID-19 showing that you have previously had the infection.
  • Travel / Home use Test Kit – This is a service offered through our partner company Chronomics in which a travel antigen kit will be given to the customer to use when abroad for arrival back in the UK for the customer to perform their own Day 2 lateral flow antigen / Antigen pre departure test and receive results within minutes after testing. 

ARRIVAL IN THE UK TESTS: 

  • DAY 2+8 TESTING ( PCR ) – DAM Health offer in clinic testing for Day 2 + 8 tests for arrival in the UK. Results will be processed in lab and sent out within 24 hours. The in clinic tests are performed by a qualified clinician. Alternatively, our partner company Oncologica offer a postal service. This Is a self-swab sample and is completed by using the prepaid Royal Mail 24 hour tracked envelope provided in your kit. You can post the envelope in a Royal Mail priority postbox which exists and are located in every town. These are normal Royal Mail postboxes that display a priority label on them. You can identify your closest priority postbox on the Royal Mail app or by using the following link: https://www.royalmail.com/services-near-you#/
  • DAY 2 TESTING ( Fully vaccinated Lateral Flow Antigen Test ) This is a test for people who are flying from a green list country and have been double vaccinated, this is an antigen test which will offer results within two hours after testing. We also offer a postal Day 2 Test through our partner company Chronomics which will give customers the return / home day 2 tests that will offer results within minutes of testing. 
  • DAY 5 TESTING -  This is a PCR test that is conducted by one of our healthcare professionals in clinic and results are provided by midnight. In order to do a Day 5 Test To Release you must have received a negative Day 2 result. This test must be completed no earlier than on the fifth day your quarantine.
What is the test accuracy?

PCR Test:

  • Sensitivity – 98.68%
  • Specificity – 99.21%
  • Accuracy – 99.08% 

Lateral Flow Antigen Test: 

  • Sensitivity – 94.39%
  • Specificity  - 100% 
  • Accuracy – 97.47% 

Antibody test: 

  • Sensitivity: IgG – 97.02%, IgM – 87.09% 
  • Specificity: IgM – 100% 
If I have recently had the vaccine will this cause a positive test result?

PCR Test:

  • Sensitivity – 98.68%
  • Specificity – 99.21%
  • Accuracy – 99.08% 

Lateral Flow Antigen Test: 

  • Sensitivity – 94.39%
  • Specificity  - 100% 
  • Accuracy – 97.47% 

Antibody test: 

  • Sensitivity: IgG – 97.02%, IgM – 87.09% 
  • Specificity: IgM – 100% 
How are the tests conducted and performed?

Our PCR / Antigen tests are all throat swabs performed by a medical professional in clinic. The PCR samples are processed in a lab. Whereas the antigen has rapid results that show within 30 minutes. 

Step by step guide on customer journey at test centre and results

 After having booked a test you will arrive at the clinic where your temperature will be taken and a fresh mask will be provided. You will be asked to scan your Health Passport Worldwide app ( if not already you will be asked to install this ) you will be directed to the waiting area where you will be given a booking form to fill out while you wait for your appointment. 

A clinician will call you into a testing room where you will be asked to remove your mask and have your swab taken. This Is a short and non-invasive procedure once the swab is done you will hand in your form to the clinician and your sample will be take be processed and a certificate will be distributed later that day with your results. 

Prices

How much is a RT-PCR test?

The prices for a RT-PCR Test (FIT2FLY) is £69 across all clinics, £89 at our express clinics or £149 for an emergency same day appointment. 

Adult and child price is £89 with the express clinic priced at £109.

How much is lateral flow test?

The prices for a Lateral Flow Antigen Test is £29 or £39 for an emergency same day appointment. 

How much is an antibody test?

The price of our antibody test if £29, we only offer this at our Liverpool or Manchester Clinic as of now.

How much is a travel test kit?

The travel test kit is £39. 

Group Bookings

Large Groups

Similarly to the family bookings, additional members can be added to a booking if you select the add member option. Again please be aware to input the correct information of all the members attending the appointment. 

Work / Business

If you are booking with a business for private testing please get in touch with our customer service team and we can arrange someone to get in touch with you to organize this booking. 

Test Booking

Why do I need to book a test?

You need to take a test because it is mandatory for the government guidelines. If you do not take a test you will not be able to board your plan to travel and will be at risk of being penalized and fined for breaking the law. 

Location & Opening Hours

Where are your test centres?

At it stands DAM Health have 45 clinics based all around the UK. As well as clinics in Spain and Mexico. 

What are the opening hours?

The opening times of our clinics vary from 8AM to 9AM, if you are unsure of which clinic feel free to call our customer service line and one of our agents will inform you of the opening time of the clinic you wish to attend. 

What is your availability at the test centres?

The opening times of our clinics vary from 8AM to 9AM, if you are unsure of which clinic feel free to call our customer service line and one of our agents will inform you of the opening time of the clinic you wish to attend. 

If I miss appointment what should I do?

If you have a valid reason for missing your test you can call up to reschedule however, you are given both an email and a text to remind you of your appointment so you should not miss it. If you miss your appointment we will not be able to refund or reschedule. 

Can I still book at test if I am not travelling/?

The only test we offer that would not be used for travelling is a Lateral Flow Antigen Test, our PCR test is only suitable for travel or fit to work.