I usually have positive experiences with Diagnostic Laboratory Services (DLS), whether I'm bringing…read morea patient, a family member, or coming for myself. Unfortunately, my visit to the Queens West POB 102 location today was very disappointing and unlike anything I've experienced at DLS before.
After my patient's doctor's appointment, we were sent to DLS for lab work due to a miscommunication regarding the lab orders. The staff member assisting us, whose name tag I later saw was Robert, brought us to the back. I had accidentally left my patient's ID and insurance card in the car, but he told me he could look up the information.
I gave him the appointment card showing that two physicians had ordered lab work. As he searched on his computer, I noticed he became visibly irritated and frustrated. He began asking me questions about one of the physicians, including her name and where she sees the patient.
He asked where the doctor sees the patient. I answered, "Yes, she's her doctor," because I didn't understand what he meant by "where." He asked again, "Where?" and I again replied that she was the patient's doctor, still not realizing he was asking for the physical location where the physician sees the patient. Then, for the third time, he loudly repeated, "WHERE?" At that moment, he made a tense clawing motion toward his face, his expression showing obvious frustration and exasperation. His tone was loud and forceful, and it felt as though I was being reprimanded rather than helped. It wasn't just what he said--it was his tone, facial expression, and body language that made me feel intimidated and uncomfortable. I honestly froze because I didn't understand why he was so upset. It was only then that I realized he was asking for the physical location, and I explained that the physician provides home-based medical care and sees the patient in her home.
He later asked where my patient usually gets blood drawn. I answered honestly that I didn't know because she is often a difficult blood draw--even experienced nurses have difficulty. Again, his facial expressions and demeanor made me feel as though I had done something wrong simply by answering his questions.
My patient has cognitive impairment and was smiling throughout the encounter, unaware of how uncomfortable the situation had become. I wanted to leave but didn't want to create a scene in front of her.
After the blood draw, I immediately brought my patient to the front desk and asked another staff member for the urine specimen cup we needed. A few minutes later, Robert came out, politely handed us the cup, and even held the door open. I appreciated that gesture, and I respect that.
I understand everyone can have a difficult day, and I truly hope that was the case. However, this interaction was deeply concerning.
I am also genuinely concerned for Robert. The level of frustration he displayed during our interaction was alarming. I don't know what he may have been going through that day, but I sincerely hope he receives whatever coaching or support he may need. No one should ever feel afraid, embarrassed, or as though they are being attacked simply for answering question or misunderstanding a question when he ask me "where?"
