CVRL – GUIDELINES

1          LABORATORY INFORMATION

1.1      INTRODUCTION

The Central Veterinary Research Laboratory (CVRL) is a veterinary diagnostic centre that provides testing and research facilities to the United Arab Emirates (UAE) and neighboring countries. Our main goal is to provide profound diagnostic results for the right and fast treatment for animal diseases.

 

1.2      LOCATION

Address:          Central Veterinary Research Laboratory (CVRL)
                        17 Sub street of 22 A Street
                        Community 337
                        Zabeel 2
                        Dubai, UAE

P.O. Box:         597. Dubai, UAE

Location Map: http://www.cvrl.ae/map.php

 




1.3      CONTACT INFORMATION

Telephone:     +9714 337 5165

Fax:                  +9714 336 8638

Email:              cvrl@cvrl.ae

Information on services provided and contact numbers is also available on the CVRL web site: www.cvrl.ae

 

1.4      BANK DETAILS

Central Veterinary Research Laboratory

Account Number: 101-10188088-01,
Emirates NBD,
Jumeirah Branch,
Dubai, UAE.

IBAN: AE 46 0260 0010 1101 8808 801
Swift Code: EBILAEAD

Tax Registration Number (TRN): 100298745900003

Bank charges must be paid by customer

 

1.5      WORKING HOURS

The laboratory functions: Sunday -Thursday, 8:00 am – 4:00 pm

Please refrain from sending samples outside the working hours unless in case of emergency.

 

1.6      OUT OF HOURS REQUESTS

At present, no services are routinely offered outside of normal working hours. In case of emergency, during holidays and after lab hours, the customers can contact CVRL at our CVRL duty boy mobile number: 050-7486956

 

1.7      ACCREDITATION AND CERTIFICATION

CVRL operate in accordance with the applicable International Standards. Accreditation details can be found in our website: http://www.cvrl.ae/certifications.php

·         Our laboratory (Ref No: TL-597) comply with ISO/IEC 17025:2005, the international standard against which the competence of testing laboratories are assessed. 

·         CVRL is the OIE Reference laboratory for Glanders and Camel Pox.

·         CVRL is authorized by European Union to perform Rabies vaccine immunity level determination in dogs, cats and ferrets for pet travel scheme by Fluorescent Antibody Virus Neutralization (FAVN) method.

 

1.8      CONFIDENTIALITY

CVRL strictly implements confidentiality and a non-disclosure policy to protect all confidential information of customers and their related transactions with our organization. A legally enforceable confidentiality contract is implemented with every staff upon commencement of their employment at CVRL.

 

2.      SCOPE OF SERVICES PROVIDED

·         Analytical Chemistry

·         Bacteriology

Ø  Analysis of food intended for human consumption

Ø  Microbiological analysis of Milk and Dairy products

·         Hematology – Biochemistry

·         Parasitology

·         Pathology

Ø  Post mortem/necropsy

Ø  Transportation/incineration/cremation

Ø  Pet incineration

Ø  Pet cremation

Ø  Histology - Cytology

·         Serology

·         Taxidermy

·         Virology

·         Vaccines

·         Immunization in dromedaries

·         Books

Please refer to our website www.cvrl.ae for more information.

 

3.      SENDING A SAMPLE

CVRL does not conduct site visits and sampling. Only samples being submitted at the CVRL reception will be tested. CVRL staff advises the customers on the correct sampling techniques, methods and media, and reserves the right to reject samples submitted if they do not comply with the sample submission procedure.

 

3.1      COMPLETING A REQUEST FORM

Request forms are available at the CVRL reception desk. Alternatively, they can be downloaded from the link given http://www.cvrl.ae/downloads.php

 

To avoid clerical errors, CVRL accepts only TYPED pet travel requisition form, avian export requisition form and rabies antibody test requisition form that are duly filled with all required information of the samples submitted.

 

The request form must have the following essential information:

·         All submitted samples must be accompanied by a signed, dated and properly filled out CVRL requisition form specific to the sample(s) being submitted for testing.

·         Samples suspected of zoonotic diseases must be clearly indicated.

·         All correspondence must be in English so as to comply with international rules and regulations.

·         For milk samples, sample description as being raw, pasteurized, herd or individual and species should be clearly mentioned on the CVRL requisition form.

·         History about the animals involved and the reasons for request

Ø  How many animals are sick, how many died?

Ø  Acute or chronic outbreak?

Ø  Clinical signs

Ø  Vaccination

Ø  Treatment

·         Mode of release of results should be mentioned on the request form. Results are only released to the sender.

 

3.2      SERVICE AGREEMENT

The contractual arrangement between the laboratory and its users is defined by the laboratory requisition form. Each request form accompanied with the sample is checked for conformity with the laboratory’s test requirements which are made available to users via the CVRL service list http://www.cvrl.ae/services.php.

 

The requisition form must be filled out legibly and completely to avoid any delay with the testing. By completing a requisition form, the user is agreeing to the terms and conditions provided in this user manual.

 

3.3      SUBMISSION OF SAMPLES

Proper sample collection, labelling, proper container and handling ensure the most accurate laboratory results. Details of each sample should be properly marked on a strip of masking tape and stuck on the container or written legibly on container with water proof ink. For bio-security reasons, samples once received at CVRL will not be returned. Please refer to our service list http://www.cvrl.ae/services.php for more information.

 

3.3.1  ANALYTICAL CHEMISTRY SAMPLES

3.3.1.1 Sampling for Copper, Selenium and Zinc

·               Blood sample: Skin surface is usually cleaned with disposable alcohol swab before any blood sample is taken.

·               Venous blood sample is collected through a standard metal disposable needle. Sources of contamination from wrong tubes are below.

Heparin:                                 May contain copper, Zinc

Potassium EDTA:                  Leaches erythrocytes into plasma

Rubber stops and caps:       Release significant amounts of zinc

Gel separation:                    Releases zinc and other elements

·               To minimize contamination, it is best to collect blood in a plain plastic Trace element tube and separate the serum.

·               Minimum 1 ml serum sample is required for analysis of all three elements.

·               In case of delay of transport of sample, the serum sample is brought refrigerated or frozen.

·               Serum must be hemolysis free to get accurate results.

 

3.3.1.2 Sampling for Vitamin B1

·               The sample material is EDTA-whole blood, erythrocyte suspension.

·               Blood samples should be collected before feeding in the morning and prior to any medication.

·               The sample should be drawn from a lightly obstructed vein taking care to avoid hemolysis.

·               Protect samples from light. In a closed vial the sample are stable for 24 hours at +2 to + 8˚C.

·               Samples not analyzed immediately must be kept frozen below - 18˚C, they remain stable up to 6 months.

·               Minimum amount of 1ml sample is required for analysis.

 

3.3.1.3 Sampling for Vitamin A and E

·               The sample material is serum/plasma.

·               Blood samples should be collected before feeding in the morning and prior to     any medication.

·               The sample should be drawn from a lightly obstructed vein taking care to avoid hemolysis. Collect serum/plasma into plain tubes.

·               Sample preparation should be done as soon as possible or store at -20˚C. Protect samples from light.

·               Minimum of 0.5 ml serum is required for analysis.

·               In case of delay of transport, the serum sample is brought refrigerated or frozen.

 

3.3.1.4 Sampling for Vitamin C

·            The sample material is serum/lithium heparin plasma.

·            Blood samples should be collected before feeding in the morning and prior to any medication.

·            The sample should be drawn from a lightly obstructed vein taking care to avoid

·            hemolysis.

·            Collect 0.5 ml of serum/plasma into plain tubes.

·            Sample preparation should be done as soon as possible or store at -20˚C for up to 5 days.

·            Protect samples from light. In case of delay of transport, the serum sample is brought refrigerated or frozen.

 

3.3.1.5 Sampling for Water element analysis

·            Sample should be collected in a clean container.

·            Minimum amount of 1-liter sample is required for analysis.

 

3.3.1.6 Sampling for Animal feed samples

·            Sample submitted for testing must be taken carefully to ensure homogeneity of the sample. A minimum amount of 250 g of sample is required for testing.

 

3.3.2  BACTERIOLOGY/MICROBIOLOGICAL SAMPLES

 3.3.2.1 Food Samples

·            The submitted sample must be the representative sample of the food product or food lot to be analyzed.

·            The amount of sample submitted should be minimum 250 g.

·            All samples should be collected aseptically in sterile containers and submitted to the lab as soon as possible after collection on the same day.

·            Samples should be submitted in specimen containers that are clean, sterile, dry, leak proof, wide-mouthed and of a size suitable for the product.

·            Whenever possible avoid glass containers and overfilled containers are not acceptable. The samples that are to be kept cool must be transported in cool condition.

·            Frozen samples must reach laboratory in frozen condition and other samples should reach laboratory at the original condition at which it is held.

·            Samples submitted as a whole (whole chicken etc.) shall be submitted preferably in original packing and should also follow the recommendations mentioned above.

 

3.3.2.2 Milk Samples

·               CVRL will only accept samples collected in sterile specimen containers that are leak proof. Sterile sample containers are provided by CVRL.

·               Milk samples should be collected aseptically in sterile containers and submitted to the lab on the same day of collection.

·               Samples must be transported in cool condition.

·               The amount of sample submitted should be minimum 100 ml.

·               Strict aseptic techniques should be adopted during field collections. Milk should be collected only after washing and drying the udder and disinfecting the teats. Disinfection tissues are provided by CVRL upon payment.

·               It is essential that samples should contain milk pooled from all quarters. The first stream of milk should be discarded, and sample should be milked directly into specimen container and refrigerate the samples until transportation to CVRL.

·               In cases of clinical mastitis, it is preferred to submit samples from each quarter separately for testing.

 

3.3.2.3 Water Samples for Legionella Screening

·               CVRL should be notified in advance and approval must be taken through CVRL e-mail before submitting samples.

·               CVRL can accept only 5 samples per day between 8:00 am and 12:00 pm on Monday, Tuesday and Wednesday.

·               Sterile specimen containers are provided by CVRL. CVRL accepts samples only if collected on the same day of submission.

·               One litre of tap water should be submitted for Legionella screening in sterile specimen containers. For tap water collection, open tap and discard first few liters of water. Let 1-litre water run from tap into directly sterile container. A minimum of 100ml water sample is also acceptable from sampling sites with low volume collections.

·               Swab samples from internal faucets, shower heads etc. are to be submerged in tube water. Tube water and swabs are provided by CVRL. All samples must be transported to CVRL soon after collection in cool condition.

·               If sample is suspected to contain oxidizing biocide, notify CVRL in advance. Specimen containers containing neutralizing agent, sodium thiosulphate are provided by CVRL for sampling under such conditions.

 

3.3.2.4 Sample Collection for Diagnosis of Animal Brucellosis by Culture

·               Samples include aborted fetuses, carcasses, fetal stomach content, vaginal secretions, milk, semen and arthritis or hygroma fluids. From animal carcasses, tissues for culture include mammary and genital lymph nodes, lung lymph node, lung, spleen, prescapular lymph node, joint fluid etc.

·               Samples should be collected as aseptically as possible and submitted in leak proof sterile container packed in biohazard bags.

·               All samples should be cooled immediately after collection and transported to CVRL rapidly.

·               Samples should be accompanied by a proper filled in CVRL requisition form. The requisition form should clearly specify the sample as ‘Suspicious of Brucella’.

 

3.3.2.5 Samples for routine bacteriological diagnostic tests

·               All specimens submitted for bacteriology should be in sterile transport containers.

·               Swabs in transport media with and without charcoal, urine and faecal containers, blood culture bottles etc. can be collected from CVRL reception.

·               Swabs collected in Amies transport media with charcoal should be submitted for Taylorella equigenitalis detection (CEM).

·               Whenever possible, collect all culture specimens prior to administration of any antimicrobial agents.

·               Avoid contamination with indigenous flora.

·               Specimens should be transported at room temperature. If transport is delayed the following specimens should be refrigerated: urine and respiratory specimens (within 30 min), stool (within 1 h).

·               The customers are also instructed on the choice of correct transport media and containers by CVRL staff.

 

3.3.3  CARCASSESS FOR NECROPSY/PM

·               A fully completed CVRL requisition form must accompany all carcasses submitted to CVRL: CVRL will not perform necropsy without the PM-requisition-form, which is mandatory to gather the information needed before doing the necropsy.

·               Please provide the microchip-number as we cannot identify any animal by name.

·               Highly contagious/zoonotic disease suspected (like Rabies, Tb, Brucellosis, Influenza) animals need prior notification to CVRL and the requisition form must clearly specify the same.

·               If transport is delayed for one or two days, keep pets, birds and small animals in bio-hazard bags in the chiller.

·               If transport is delayed for several days, freeze pets, birds and small animals in bio-hazard bags.

·               Large animals must be transported immediately to CVRL for necropsy.

·               CVRL can provide transportation of carcasses of any size in CVRL’s leak-proof truck, if needed (with extra charges).

·               For bio-security reasons’ NO sample pieces can be returned, only ash.

·               Disposal is included in the necropsy. No need to fill the cremation form if no ash needs to be returned.

·               Any suspicion for fracture/ bone problems has to be mentioned on the requisition form.

·               CVRL cannot take the skin off from all animals coming for PM.

 

3.3.4  CARCASSESS FOR CREMATION/INCINERATION

·               All carcasses submitted to CVRL for incineration must accompany a fully completed CVRL –cremation form.

·               If transport is delayed for several days, freeze pets, birds and small animals in bio-hazard bags.

·               Carcasses may be delivered in batches, but CVRL needs to be informed well in advance by e-mail under cvrl@cvrl.ae.

·               CVRL can provide transportation of animals if needed, with extra charges.

·               For cremation the requisition form should clearly specify the type of ashes returned from the incinerated animals.

 

3.3.5 HAEMATOLOGY AND BIOCHEMISTRY SAMPLES

3.3.5.1 Haematology- Sample Type

·               Haematology testing is performed on EDTA (purple top tube) anticoagulated blood.

·               EDTA tube should ideally be more than half full.

·               Ensure that the blood is mixed promptly with the EDTA to avoid sample clotting. This should be done by rolling the tube between your palms or gentle inversion several times. Do not shake the tube.

·               If there is going to be a delay between sample collection and submission, always make 2- 3 blood smears from the sample and submit with the EDTA tube.

·               EDTA blood should be kept refrigerated but kept out of direct contact with the icepack (insert paper towels between blood tube and icepack). Direct contact cause hemolysis.

 

3.3.5.2 Biochemistry and Hormone - Sample Type

·               Sample should collect in a plain tube or clot activator tube (red or yellow top tube).

·               Allow the sample to clot for 15 to 2 hours.

·               If there is any delay between sample collection and submission, then centrifuge and separate serum from the clot and decant into a new plain tube prior to sending. Presence of red cells may artefactually alter results.

 

3.3.5.3 Fibrinogen- Sample Type

·               Sample should be collected in Sodium Citrate tube (light blue top).

·               Mix well immediately after collection.

·               Sample must be free of clots.

·               If there is any delay between sample collection and submission, the sample must be centrifuged and transfer the plasma to an additive free tube and freeze.

 

3.3.6  HISTOPATHOLOGY SAMPLES

·               Please provide full history: gender, age, breed; location, duration, size, type of the lesion

·               Don’t squeeze large samples into a too narrow tube: we often have to destroy the tube to get the samples out! Use leak-proof tubes.

·               Tissue-volume to Formalin ratio should be at least 1 to 5. Especially for brain-samples.

·               Several brain locations are needed for proper diagnosis: stem, cerebellum, hippocampus: ½ of the brain should always be sent for histology.

·               Please cut samples larger than 2 cm in half-pieces to avoid artifacts.

·               Please cut intestinal segments open before fixation.

·               Uterine biopsies should be immediately fixed: best in Bouin’ fixative.

·               Samples to confirm gout should be fixed in 95% ethanol, because urate dissolves in formalin.

·               Histology is always compromised due to freezing artifacts.

·               Smears/slides should be fixed in 95% ethanol. Please use proper transport-boxes to protect your samples.

 

3.3.7  PARASITOLOGY SAMPLES

·               Use sterile container for samples like faeces, urine, exudates, skin scrapings and hair pluck. Sterile containers are available at CVRL.

Ø  Faeces, urine, exudates, skin scraping and hair pluck, use sterile containers.

Ø  blood parasites examination in EDTA tube,

Ø  Worms in sterile container with saline (transport to lab same day) and with 70% alcohol in case of delay of more than 24 hours.

Ø  Arthropods in sterile container without any liquid (transport to lab same day) and in sterile container with alcohol in case of delay of more than 24 hours.

 

3.3.8  SEROLOGY SAMPLES

3.3.8.1 Sampling for RBT/SAT/CFT/ELISA/AGID testing

3.3.8.1.1 For samples brought by road the very same day:

·               Blood needs to collected up to 3/4th level of red cap/clot activator tube (the tubes can be collected from CVRL reception desk) and allowed to settle at room temperature to achieve complete clot formation and then transported in the cool box (tubes should not be frozen and shall not be exposed to extreme temperatures). Incomplete clot formation will cause the serum to gel, due to fibrin formation.

 

3.3.8.1.2 Samples shipped to the lab:

·               After collecting blood, at least 5-7 ml serum should be transferred to leak – proof plastic tubes for each specimen.  Lesser amounts will not be accepted.

·               Samples should be collected as described for clinical chemistry tests and must be hemolysis free.

 

3.3.8.2 General guidelines:

·               Label sample container with the animal’s name using a waterproofed marker.

·               Submit sample with corresponding, completed, laboratory requisition form. The information should include owner, species, sex, animal identification, clinical signs, previous treatment /vaccination (if any), and morbidity/mortality in the group as well as fax/email and telephone numbers.

·               Refrigerate or freeze sera until transported to or analyzed at the laboratory.

·               If serum samples are heat inactivated, it should be mentioned specifically.

 

3.3.9  TAXIDERMY

·               Specimens for taxidermy need to be fresh, chilled or frozen; packed in leak proof containers or bags. Accompanied by the general requisition form with clear instructions for the required process.

 

3.3.10      VIROLOGY SAMPLES

3.3.10.1 General Sampling

·               All samples submitted to CVRL must accompany a fully completed CVRL requisition form.

·               Blood, swabs or tissue samples must be collected during the early stages of infection.

·               Since autolysis inactivates many viruses, samples should be taken immediately after death of the animal. Selection of areas of larger organs such as lung, liver and brain is important, as areas of normal tissues are often nonproductive specimens for virus isolation. Samples should be collected from the active edge of a lesion where high concentration of virus is usually found.

·               If the disease process primarily involves the skin or contain mucosal lesions, specimens should include vesicular fluid and epithelium overlying vesicle, scrapings of lesions and biopsies from the margin of the lesions.

·               For pox viruses, recently developed lesions can be removed with sterile scissors and forceps by cutting deep into the epithelial tissues.

·               Samples for virus isolation must be transported in viral transport medium, which can be collected from CVRL.

·               All specimens should be kept cold until they can be transported to CVRL.

 

3.3.10.2 Specimen Collection for Rapid Test for Influenza A

·               Acceptable specimens for testing include nasopharyngeal washes/aspirates, nasopharyngeal and throat swabs.

·               Excessive wash volumes should be avoided as it may result in decreased test sensitivity.

·               All samples should be collected in viral medium provided by CVRL and should be transported as early as possible to the laboratory.

·               In case of delay, specimens in  transport medium may be stored at 2-8˚C for up to 72 hours or at –20˚C for up to 7 days.

 

3.3.10.3 Samples for Rabies Testing

·               Samples must be sent in a leak-proof rigid container.

·               Selection of material for Rabies testing can be the entire carcass, entire head or portion of the brain.

·               If only the brain is submitted, samples must include, parts of cerebellum, hippocampus and brain stem.

·               Samples must be kept refrigerated until time to deliver to the laboratory and do not freeze the samples.

·               Guideline on sending serum samples for Rabies vaccination immunity level determination by Fluorescent Antibody Virus Neutralization method (FAVN) is available on our website http://www.cvrl.ae/rabiesantibodytest.php.

 

3.3.10.4 Semen sampling for Equine Arteritis Virus isolation

·               Virus isolation is usually carried out from the semen of serologically positive stallions to EAV (VNT titer: ≥1/4) which are not vaccinated against EVA.

·               It is recommended to have two samples, which can be collected (a) on the same day, (b) on consecutive days, or (c) after an interval of several days or weeks.

·               It is essential that the samples must contain the sperm-rich fraction of the ejaculate.

·               Usage of antiseptics/disinfectants must be avoided during sample collection as it can inactivate the virus.

·               The semen should be refrigerated immediately after collection for transport to CVRL with a minimum of delay. If delay occurs, semen should be frozen at or below –20°C for a short period before being dispatched to CVRL.

 

3.4      SAMPLE TRANSPORT

3.4.1 General

·                Deliver all specimens to the laboratory as soon as possible after collection.

·                Samples should be transported at the temperature specified in section ‘sample submission’.

·                The customers are also instructed on the choice of correct transport media and containers by CVRL staff as well as specified in section ‘sample submission’.

 

3.4.2 Packaging and mode of transport

·               In order to protect specimens during transport and prevent contact with the public and the environment, we recommend to use the following, at least 3-part packaging system.

Ø A primary leak-proof container (specimen collection container).

Ø A secondary leak-proof container (re-sealable plastic bag) to contain any leakage in the event of damage.

Ø A rigid outer packaging (specimen transport box) to protect specimens from damage if package is dropped.

·               Specimens must be packed carefully to avoid breakage or leakage of the content.

·               Ensure all container lids are tightly closed before packaging.

·               For samples arriving from overseas, in order to have a hassle-free customs clearance at Dubai airport, the parcel should accompany CVRL import permit. This permit can be downloaded from our website and the link is: http://www.cvrl.ae/cvrl-pdf/imp_permit.pdf

·               The samples should reach CVRL in cool condition; but use of dry ice is not recommended as it will change the category of the consignment to a higher level of inspection at customs.

·               Use ice packs to assist in maintain temperature.

·               Since CVRL doesn’t have any clearing department, it is highly recommended to use courier services like FedEx, DHL, UPS or Aramex, who will deliver it to our door.

 

3.5      INFECTION HAZARDS AND HIGH RISK SAMPLES

·               CVRL MUST be notified in advance before submitting high risk samples (e.g. Rabies, Antrax, Brucellosis,Tuberculosis).

·               It is the responsibility of the person/veterinarian making the request for testing, to ensure that both the form and the sample are properly labelled as ‘Danger of Infection’ or ‘Biological Hazard’. Alternatively, it is acceptable, both the form and the sample with an appropriate ‘Danger of Infection’ or ‘Biological Hazard’ label (as shown below).

·               The transport bag must be sealed. The form MUST NOT be placed in the bag with the sample.

Image result for biological hazardImage result for danger of infection label        

 

 

 

 

3.6      REJECTION CRITERIA

If the sample received does not satisfy CVRL conditions and requirement for testing, the samples can be rejected.

 

3.7      TURNAROUND TIME

Turnaround time indicates the customer the usual number of working days required to complete the requested tests and reporting the results. In general, turnaround time for each test is given in our website: http://www.cvrl.ae/services.php

 

3.8      REQUESTING ADDITIONAL EXAMINATIONS

It may be possible to add additional tests or investigations to the original request by contacting the laboratory and submitting a completed requisition form.

For the requesting of additional tests for samples already received in the CVRL depends on:

·               The request made within the appropriate timeframe

·               The availability of the appropriate sample.

·               The stability of the analyte.

·               Sample storage condition.

·               The remaining sample volume.

 

4           RESULTS

            A test report is a document that contains information and results of tests that are conducted by the laboratory.

·               CVRL sends all results only to the destination (sender) as specified in the request form by an e-mail, fax, telephone or through post/courier.

·               Results are retained in the customer folders at the CVRL reception for pick-up by the customer.

·               A copy of all the reports is electronically archived.

·               On situations when customer request for issue of preliminary results, it shall be ensured that the result is issued only to the customer with due care given to the customer confidentiality.  The report shall be identified as “PRELIMINARY REPORT”.

·               Top urgent results, upon request from customer and consent from Technical manager, are communicated verbally to the customer.

·               Central Veterinary Research Laboratory shall provide services with all confidentiality. Results are released only to concerned customer as agreed through the requisition form.

 

4.1      PAYMENT AND RELEASE OF REPORTS

·              Results are released only after payment.

·               A payment invoice with unique invoice number for the test done is prepared with each test report.

·               The different mode of payment through which customers can pay their bills as follows:

Ø Cash

Ø Cheques

Ø Credit card

Ø Electronic bank transfer (bank details are available on the CVRL website: http://www.cvrl.ae/bank.php

·               CVRL enters into an agreement with customers and as agreed by customers, there are customers to whom reports shall be released only after payment and customers settling monthly bills to whom results are issued upon completion.

·               CVRL can only start sample processing for pet travel/avian export testing for after having received cash payment or a copy of the bank transfer with a signed requisition form attached. Payments for customers with monthly payment contracts remain unchanged.

 

5          FEEDBACK

CVRL takes pride in being able to provide high quality services and we always welcome feedback from our customers for improvements.  For this purpose, CVRL obtains suggestions or complaints from customers twice annually through a ‘customer satisfaction survey’ form, which is distributed to all customers through e-mail or by hand.

 

6          COMPLAINTS

Customers can express their views and complaints through sending customer complaint forms, verbally or e-mails. Alternatively, written complains and suggestions can be dropped in the suggestion box which is placed at the CVRL reception. Customers complaints and suggestions are helpful information that is effectively monitored. Depending on the type of complaint received, they are investigated and corrective actions are taken to rectify the issue. A written response will be sent to the customers addressing the actions taken by CVRL.

 

7          VETERINARY SERVICES

7.1      Analytical Chemistry

The Analytical Chemistry department is equipped with the newest equipment and offers various services that are beneficial to the health and wellbeing of animals. Majority of the Analytical Chemistry assays are accredited according to ISO 17025:2005. Accredited test can be viewed on our website http://www.cvrl.ae/certifications.php

 

7.2      Bacteriology

At the Bacteriology Department, we offer microbiology testing services, including the isolation and identification of infectious agents from animals and humans. These include pathogenic bacteria and fungi, and our service aims to improve the condition and welfare of animals.

 

7.3      Haematology – Biochemistry

Haematology-Biochemistry team investigates chemical and blood processes in animals. This team perform biochemistry parameters for all animals, avians and aquatic animals using two Cobas c311 fully automated biochemistry analyzers. Haematology machines have been calibrated for almost all animals and bird species.

 

7.4      Taxidermy

Our highly trained taxidermists use the highest professional standards to provide our customers with custom work and great attention to detail, blending in very well with both modern and traditional homes and collections. Museum standard quality for commercial collections such as exhibits, hunting shows, or Natural History museums are also provided.

 

7.5      Parasitology

The department of Parasitology provides diagnosis of parasite development stages in animal samples (faeces, blood, skin scrapings, biopsies and post mortem materials), animal food (alfalfa, concentrates, supplements) and water samples. We also diagnose domestic pests and vermins.

 

7.6      Pathology-Cytology

This department at CVRL works on carcasses, formalin fixed tissue and body samples in order to detect abnormalities and potential disease in tissues through the use of different staining procedures. In order to detect abnormalities in different animal species, we screen organs such as lungs, liver, kidney, brain, heart, spleen, lymph nodes and skin using a basic staining procedure with Hematoxylin and Eosin (H&E).

 

7.7      Serology

The Serology Department focuses on the detection of antibodies in blood and serum, including animal fluids. We offer a comprehensive serological testing service to veterinary surgeons and customers both locally and internationally. Majority of the Serology tests are accredited according to ISO 17025:2005. Accredited test can be viewed on our website http://www.cvrl.ae/services.php

 

7.8      Virology

Our virology team protect a wide spectrum of animal species in the UAE and wider region by conducting complete investigations into a large number of viral diseases. Some of the virology tests are accredited according to ISO 17025:2005. Accredited test can be viewed on our website http://www.cvrl.ae/services.php

 

7.9      Veterinary Vaccines

Over the years, CVRL has been very successful in producing different veterinary vaccines to protect the animal population against various diseases. These vaccines have been distributed locally within the UAE on demand. All vaccines, along with Ducabulin (Camelid hyperimmune immunoglobulin), have now been approved and registered with the UAE Ministry of Health and with the UAE Ministry of Climate Change and Environment. Vaccine details are available on our website: http://www.cvrl.ae/services.php

 

8          MICROBIOLOGICAL ANALYSIS OF MILK AND MILK PRODUCTS

Our team analyze the microbial superiority of milk and milk products by detecting the presence or absence of diverse micro-organisms and isolation and identification of various pathogenic bacteria. Test details can be viewed on our website http://www.cvrl.ae/services.php

 

9          MICROBIOLOGICAL ANALYSIS OF FOOD INTENDED FOR HUMAN CONSUMPTION

Our highly experienced microbiology team uses different microbiological analysis to assess the safety and quality of food involved. Our service aims to safeguard public health and provide assurance on food safety. Test details can be viewed on our website http://www.cvrl.ae/services.php

 

10       PUBLICATIONS

Over the last 32 years, CVRL has written 660 scientific publications.  Details are available on our website: http://www.cvrl.ae/publication.php.

 

11       ANNUAL REPORT

CVRL annual reports are an immense source of information on animal diseases in the United Arab Emirates and abroad. Every year CVRL’s annual report is distributed to our customers and also, it can be viewed on our website.

 

12       EDUCATION AND TRAINING

Training is an important aspect of our responsibilities as an OIE reference laboratory towards the scientific community; hence each year we run a number of courses for people who are associated with the health of animals.

Biology and veterinary students from UAE and abroad benefit from being part of a leading research and diagnostic centre, being supervised by internationally recognized experts in various fields and have access to excellent research facilities, training, seminars, academic journals and library.

 

13       RESEARCH AND DEVELOPMENT

Research is an important part of CVRL, and its results benefits the better diagnosis of animal diseases, but also protection against animal diseases by development of vaccines using pathogens from this region. It also has an educational aspect as researchers may complete their doctoral thesis, bachelor or master’s degrees.

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