KEDPLASMA Springfield
534 N Grand Ave W…read moreSpringfield, IL 62702
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KEDPLASMA / Kedrion Biopharma
Corporate Customer Relations / Donor Feedback
Re: Formal Complaint - Disrespectful Treatment of Long-Term Donor and Failure to Respond to Prior Complaints
To Whom It May Concern:
I am writing to file a formal complaint regarding repeated negative experiences at KEDPLASMA Springfield, located at 534 N Grand Ave W, Springfield, IL 62702. I have been a consistent donor at this center since 2022 and have completed nearly 100 donations. Despite this long-term relationship, I have been subjected to disrespectful treatment by staff, and my previous complaints have received no response.
Most recent incident:
I arrived at approximately 11:00 a.m. I was screened promptly and waited about ten minutes for a bed even though the center did not appear busy. Because I am a hard stick and other floor phlebotomists have repeatedly failed to access my veins successfully--resulting in digging in my arm, no flow, high-pressure returns, incomplete donations, and leaving with only $12 instead of full compensation--I specifically requested that Titi (the employee over the floor, screeners, and productivity) stick me.
I was told she was on lunch. I stated that I was willing to wait. The office staff member (a manager whose name I do not know) refused, stating that allowing me to wait would "mess up my times" and that I would be stuck by whoever was available on the floor.
Approximately five minutes later, Titi appeared on the donor floor, put on her lab coat, called a donor, and stuck him. She then told another donor, in front of other donors, that she no longer sticks request donors "because I don't have to," delivering the statement with a visibly negative attitude.
I felt singled out, disrespected, and hurt. The claim that Titi was on lunch was contradicted by her almost immediate return to the floor and her willingness to stick other donors while refusing my reasonable request for a competent stick.
Prior complaints and lack of response:
This is not an isolated event. I have previously submitted formal complaints by email and phone concerning negative experiences with phlebotomists and managers at this center, including the pattern of staff picking and choosing which donors to assist and treating hard-stick donors poorly. Those complaints described treatment that left me feeling hurt and disrespected. To date, I have received no return call, email, acknowledgment, or indication that any investigation has taken place.
Personal impact:
As a long-term donor who has reliably contributed nearly 100 times since 2022, I expected basic respect and professional handling of a reasonable request. Instead, I have been made to feel like an inconvenience. The combination of the treatment on the floor and the complete silence following my prior complaints has personally affected me. I am now seriously considering leaving this center.
Requested action:
I request that this complaint, together with my prior unanswered complaints, be thoroughly investigated. Specifically, I ask for:
Written confirmation that the complaints have been received and logged.
An investigation into the staff conduct described, including the refusal to allow me to wait for a specific phlebotomist who was present in the building and the public statements that request donors would no longer be accommodated.
Appropriate corrective action to ensure donors are treated with basic respect and professionalism.
A written response outlining the status of the investigation and any actions taken.
I am available to provide additional details if needed. Please respond in writing so that there is a clear record of communication.
Thank you for your attention to this matter.
