I arrived at 7:30am for my appointment. Ohio Fairview park 20455 lorain rd 44126 There was no attendant, only a kiosk. Apparently this is standard, and I had never been to a Quest before. I checked in, slowly fumbled with my cards as most people do. No one else was behind me and the waiting room was empty so I wasn't rushing. The kiosk noted my appointment as 8:40, which I figured was a mistake, not that it mattered because there was no one else there. No one came out for 20 min. I had knocked twice. Another two patients walked in and checked in for their 8:10 appointments. The phlebotomist came out. She immediately took them back one after another. After the second person, I asked why my appointment time said 8:40 and why I was still waiting for my lab draw. She harshly told me that I was late for my 7:20 appointment. I showed her the photo of the 7:30 appointment time and said I even had a ten min grace per their website, and besides no one else was present. She said that the kiosk said I checked in at 7:41 which was past my grace period so I had to wait until my appointment time. I explained that I had patients and had to go to work. Another person walked in and was taken back immediately. And another. More than one person witnessed her snarky tone and our conversations with her chastising my lateness. There were even gaps between patients. I kept repeating that I was there! And the kiosk registered me one minute past the grace! And for all of this unnecessary chastising, my patients were being rescheduled.
She finally took me back at 8:44, I was clearly upset. I asked her to clarify the one minute delay that was such a big deal to her that it overshadowed good judgement and a little empathy. She arrogantly told me that I could call and complain if I wanted but that no one would do anything to her because they will look at the computer and see that I was late and she followed procedure. She was patronizing and condescending. I'm not a child, but she was wagging her finger at me and talking down to me as If I had been unreasonable the entire time. She blew off any attempt at conversation about the last hour at all or the gaps in patients. Then, she rudely said " do you hear the music? you aren't going to ruin my peace" I have no idea what she was talking about.
I told her to have a nice day and left. Her name is Evie.
I got a call from her supervisor, Amy. I told her what happened and what was said: "no one will do anything if you call to complain" which was really what had gotten to me. She laughed, made a lot of excuses, reiterated that I was late (sigh) per the time on the kiosk, and seemed really nonchalant. This would have been unacceptable in my office, and I expected an apology. Considering the business it cost me, the stress, and the inappropriateness of the whole thing, I don't think an apology is too much to ask.
I used to be a phlebotomist. I still work in healthcare, and we have to make time to take care of ourselves, which is not easy. I understand pressure. The last few years have not been easy on any of us. I have patients and I have children. I understand stress. BUT quality of patient care still matters in this country. Good judgement over procedure also matters. Compassion and empathy matter. Manners matter. This Quest lab lacks all of the above, and apparently grandiosity is acceptable amongst their employees. No consequence and patient mistreatment is funny at the higher level. So, based on my experience today, I would never never never send my own patients to this lab. read more
