I had a bunch of lab tests. Had to bring in various biological samples. When I got the collection…read morecontainers I had to present my ID, insurance cards, etc. I watched them enter the info into the computer, just as I had watched the receptionist in my doctor's office enter it moments before. I was told I had to have an appointment to be allowed to drop off the samples. Seemed odd, but ok. I couldn't be sure when I could collect the samples, some of which were time sensitive, so I collected the samples before trying to make an appt. When I tried to make an appointment there were none available for the time-sensitive materials I had just collected. Now What?
I tried to call to ask what I was sposed to do. First I was dropped into the general Legacy Health System where I was on hold for about ten minutes listening to a long message "if this then that, if that then this, if the other thing, then the other, Covid information, Covid immunization information, if this than that again, etc. etc.," finally got to select the number for my need, where I again waited about 10 minutes, again sitting through "if this then that, if that, then this, if the other thing, then the other, Covid this, Covid that, etc. etc., When a human finally answered I was transferred to the lab where once again I sat through "if this then that, if that, then this, if the other thing, then the other, etc. etc.," for another10-12 minutes. No one from the lab ever answered.
Since I had already collected the specimens I decided just to drive to the lab before the clock ran out. I hoped someone with common sense would accept them. At the lab no one seemed to care that I didn't have the mandatory appointment. They asked for all of the same information they had entered into the computer less than 24 hrs before.
I explained the confusion I'd experienced when I couldn't make the mandatory appointment in time to meet the lab deadline. The receptionist said, like I'm a little slow "well, if you have a specimen to drop off you don't really need an appointment!" I suggested it would be helpful if there was a note adjacent to the online appointment link stating that lab specimens could be dropped off even if no appointments were available. The receptionist shrugged, said he has nothing to do with that.
This is the first time I've dealt with the Legacy system. I liked the new specialist I saw, I was thinking about becoming a Legacy patient.
Nah. Can't get through on the phone, told an appt was required, but couldn't make one, and staff who are unconcerned with the patient's experience in the Legacy system.
I sure hope Legacy lab staff's systems and personnel are more responsive than I experienced in my efforts to get there.