BURBANK, CALIFORNIA -- Waiting over 40 minutes for my 95 year old mother to have her blood drawn, normally 5 minutes, I observed a number of later arrivals being admitted before us. I approached the reception desk with a simple question: "How much longer to wait?" Initially I was ignored, then impudently told by two QUEST employees "Don't know," (Don't care) or words and gestures to that effect. The manner was more than discourteous, especially in a medical care office.
Finally, one of the employees said perfunctorily, "10 more minutes" adding 10 punitive minutes to our wait, for she had not been consulted by any of the medical technicians in the workroom but had spoken on her own. My mother needing to eat dinner and get to bed in a timely fashion, missed her blood being drawn in order to take a measure of thinness or thickness to avoid a second stroke.
82-29 153 AVE, CROSS BAY, QUEENS, NEW YORK -- I took my child for a fasting blood work with a 10 am appointment. I arrived at 9:50 am with standing room only. After waiting for more than one hour we were finally seen-not to mention my daughter was feeling dizzy and felt like she was going to pass out. We were finally taken in by **, the phlebotomist. From the moment we entered the room ** was very rude and seemed to be upset with life itself.
She acted like she was there doing us a favor and we were only there to give her more work. She made the experience a very unpleasant one for my child who at this point just wanted to get out of there and get something to eat. I am very disappointed that my insurance company will sign a contract with a company that is very inefficient with disgruntled employees. Personally I will try to avoid going to this location unless changes are made...
WEST HILLS, CALIFORNIA -- We used QUEST to do a Stool test for our son as we are concerned about is diarrhea. After a week of not hearing from QUEST, our son is well and fully recovered. We are then contacted by the health department telling us we must give further stool samples to them for testing as they had concerns about the test results done by Quest.
The health department also called our kids school to tell them they both are not allowed to go to school until the approved by the health department. We never authorized QUEST to share the test results with anybody nor were we told that they could share the test results with anyone other than us or our family doctor. And I we have our own doctor we thought that we deal with regarding our kids health. Since dealing with QUEST our kids cannot go to school and we have to take days off work to deal with health departments issues.
RANDOLPH, NEW JERSEY -- Don't go as a walk-in as the waiting time is ridiculous and the front desk calls up walk-ins out of the sign-in order. I had patiently waited for 1 1/2 hours when the front desk called a "walk-in" gentleman that signed-in AFTER me. I immediately asked why she was calling the walk-ins out of order. She said that she had to monitor his test. I pointed out that she had no idea what test I was there for or that of the other walk-ins in the waiting room. As such, how could she correctly assess priority appointments? I don't think she cared. After an hour and a half, I walked out disgusted. I will NEVER use Quest Diagnostics.
I went to Quest labs (Haddon Heights NJ) on 9/21/11. I arrived at 7am. There were about 8-10 people ahead of me. There was only one tech working. This girl did the paperwork, drew blood, urines etc. Not only were they shorthanded to say the least, but to take appointments when people have been sitting there for 2 hours already was a disgrace. It's hard to get an appointment.
This elderly lady next to me, walked out at about 9:45 am. She had been fasting and arrived there at 6:45. To wait 3 hours and have to walk out is a disgrace. 3 other people ahead of me walked out too. One girls job yelled for her to get in work and she had to leave. The tech advised us that she called in for help but to no avail. Shame on you Quest labs. LabCorp was empty, but most insurances are not covered at LabCorp. I waited three hours just to give a urine sample for my work.
Many customers fail to understand that at Quest Diagnostics draw stations are very understaffed. The employees are very stressed because we are given limits as to how we help you, what we can say to you, what services we can provide, taking time out to call a doctor for DX codes or add a CC: or something else. There is a 10-20 min guideline we must follow for each patient. When we get above 20 min. heads begin to roll and employees who are set to leave for the day must stay to draw to get the time down.
To help make things better for yourself and the employees, comment cards that help impact how employees are treated should also be a factor. Those who draw blood are not machines, but we are treated like ones just to keep patient standards high. Not all sites are horrible with service, some places bust their butts to give great service but are harshly treated by patients and the higher ups.
MILTON, FLORIDA -- I went to the Milton, Florida office to give a urine sample for the second time. I told the lady that their lab had called me and they had mishandled my sample. They also said that I would not have to wait in line again as it was their mistake! On the previous visit, I had to wait for 90 minutes for their "service". She said I would have to wait my turn as she was taking appointments.
I tried to explain to her that the lab said I would not have to wait again as it was their fault. She again told me to wait my turn. I waited 30 minutes, ask her again, and she said to wait my turn. Another 15 minutes later, I ask her again, she said I was next in line. She then proceeded to call a person that had just walked in. I was honked off.
I am appalled at the number of complaints of inhumane behavior exhibited by lab techs on this website. Let me add mine. There were only two other customers at this lab when I went in. A nice looking 30 something woman with her husband was crying and holding out her arm to the lab tech, saying he could try to draw again. He refused and told her to wait for some other employee. He wouldn't face me in the now near empty reception room. He was visibly an angry man.
I tried to talk this guy down and like a fool, I let him draw my blood, against my better judgment. He didn't observe any safety protocols, doesn't follow rules. Then he jabbed me and poked so hard, that two veins were raised in my arm and a space of five inches antecubital was blackened for a week. Not discolored, blackened. Called CSR, was treated like I had a lot of nerve, and then they reported my complaining to my doctor!!
Patient visited Hamden, Ct. location for a pregnancy test. She politely asked a procedural question which was witnessed by another patient sitting next to her. She was treated with impatience especially by one staff member who addressed her question in a highly rude tone.
The patient did not turn her cheek to this poor treatment and asked that she please address patients in the future in a "softer" manner. The patient was then confronted verbally by the staff member. The staff member left the lobby area, slamming doors and blurting expletives ready to walk off the job as seen and heard by her Managing Director. The patient did not think someone with such an aggressive demeanor should work within a health care environment and thus, calmly mentioned it to the angry staff member. The staff member physically accosted the patient (it took three staff members to restrain her physically, the assailing staff member).
Now it is the patient's fault for expressing an opinion validating the violent behavior received from the staff member. Patient left sobbing with a 3 inch scratch mark down the side of her arm from assailant. Deplorable atmosphere for patients -- cold, uninviting and even dangerous. The staff members are visibly (in this office) insecure and unhappy. Patients should not have to turn their cheek to offensive treatment. Precisely what this patient has been asked to do.