Frequently Asked Questions

Yes. We sign BAAs with all covered entities who transport Protected Health Information (PHI). Our BAA includes:

• Commitment to safeguard PHI according to HIPAA Security Rule
• Administrative, physical, and technical safeguards
• Driver NDAs and background checks
• Chain-of-custody documentation
• Breach notification procedures

We implement multiple safeguards:

• Administrative: All drivers sign NDAs and receive HIPAA training. Background checks required.
• Physical: Specimens kept in locked, secure containers. Drivers present photo ID at pickup/delivery.
• Technical: Chain-of-custody forms track every handoff. No PHI stored electronically without encryption.
• Operational: Drivers instructed never to discuss patient information. Forms kept out of public view.

We are HIPAA-aware and maintain policies and procedures consistent with HIPAA requirements for business associates handling PHI. We execute BAAs and implement appropriate safeguards.

Note: There is no official "HIPAA certification." Compliance is demonstrated through executed BAAs, documented policies, and adherence to Security and Privacy Rules.

Yes. Every transport includes chain-of-custody tracking when requested. Our COC forms document:

• Date, time, and location of pickup
• Specimen details and condition
• Names and signatures of releasing/receiving parties
• Driver information and photo ID verification
• Temperature monitoring (if applicable)
• Delivery confirmation with timestamp

• STAT (Immediate): Pickup within 45-60 minutes for emergency/critical specimens. Highest priority, direct delivery.
• 2-Hour Service: Guaranteed pickup within 2 hours, delivery within 4 hours total. For urgent but non-emergency needs.
• Same-Day: Pickup same business day, typically within scheduled routes. Most cost-effective for routine labs.
• Scheduled Routes: Fixed daily/weekly pickups at predetermined times. Best for high-volume practices with predictable needs.

Yes. We maintain temperature integrity for sensitive specimens:

• Refrigerated (2-8°C): Insulated coolers with gel packs, temperature monitoring
• Frozen (≤-20°C): Dry ice or frozen gel packs, never allowed to thaw
• Ambient (20-25°C): Protected from extreme temperatures, climate-controlled vehicles

Temperature logs provided upon request for compliance documentation.

Primary Service Area:

• Durham, Raleigh, Chapel Hill, Cary
• Research Triangle Park (RTP)
• Durham, Wake, Orange, and Chatham Counties

Extended Service Area: We also serve surrounding counties and can arrange regional routes upon request.

Typical pickup ETA in Triangle core: 45-60 minutes

Yes. We offer 24/7 live dispatch for urgent needs:

• Weekdays: 7 AM - 7 PM standard hours
• After Hours: 7 PM - 7 AM available (additional fee may apply)
• Weekends: Saturday and Sunday service available
• Holidays: Available for STAT requests

Call or text (919) 342-8591 anytime for urgent pickups.

We provide real-time updates:

• Pickup confirmation with driver name and ETA
• Text/email updates for STAT deliveries
• Delivery confirmation with recipient name, timestamp, and photo (if requested)
• Chain-of-custody documentation provided same day

For scheduled routes, we send weekly summary reports.

Pricing is based on several factors:

• Distance: Mileage between pickup and delivery
• Urgency: STAT costs more than same-day due to immediate response
• Special Handling: Temperature control, chain-of-custody, hazardous materials
• Frequency: Volume discounts for scheduled routes and recurring clients
• Timing: After-hours, weekend, and holiday surcharges may apply

Yes. We offer discounted rates for:

• Scheduled Routes: Fixed pricing for daily/weekly pickups (15-25% savings)
• High-Volume Practices: 10+ pickups per week qualify for volume pricing
• Multi-Location Groups: Discounts for physician groups with multiple offices
• Long-Term Contracts: 6-month or annual agreements receive preferred rates

Contact us to discuss custom pricing for your specific needs.

We accept:

• Credit/Debit cards (Visa, MasterCard, AmEx, Discover)
• ACH/Bank transfer
• Net-30 terms for established accounts
• Purchase orders from healthcare organizations

Invoicing available for recurring clients with approved credit.

Yes. Fragile Freight Services LLC maintains comprehensive commercial insurance:

• General Liability: $1M per occurrence / $2M aggregate
• Commercial Auto Liability: $1M combined single limit
• Cargo Insurance: Coverage for specimens and medical materials
• Workers' Compensation: As required by NC law

While rare, we have protocols in place:

1. Immediate Notification: We contact you and the receiving facility immediately
2. Documentation: Incident report filed with photos and chain-of-custody
3. Insurance Claim: Our cargo insurance covers specimen replacement costs
4. Root Cause Analysis: We investigate and implement corrective actions

Our damage/loss rate is <1% due to careful handling procedures and driver training.

Yes. All drivers undergo:

• Criminal background checks
• Motor vehicle record (MVR) review
• Drug screening
• HIPAA training and NDA execution
• Bloodborne pathogen safety training

Drivers carry photo ID and present it at every pickup and delivery.

Getting started is easy:

1. Schedule your first pickup: Use our online form or call (919) 342-8591
2. Complete vendor paperwork: W-9, BAA, insurance certificate (we provide)
3. Set up billing: Choose payment method and terms
4. Begin service: Start with on-demand or schedule recurring routes

Most accounts are active within 24-48 hours.

Yes. We offer new clients:

• No setup fees or minimum commitments
• First pickup at standard rates with no long-term contract
• Option to evaluate service before committing to scheduled routes

Many clients start with on-demand pickups and transition to scheduled routes after seeing our reliability.

For most efficient service, provide:

• Pickup address and contact person
• Delivery address (lab, hospital, etc.)
• Specimen type and quantity
• Temperature requirements (ambient, refrigerated, frozen)
• Priority level (STAT, 2-hour, same-day)
• Any special handling needs (chain-of-custody, photo ID, etc.)

Our online form captures all required information, or call us at (919) 342-8591.