I am required to submit sputum samples periodically for testing. Unfortunately, I have had repeated issues with my orders being entered incorrectly by Quest technicians.
My first test was processed correctly. However, my second sample was not. The technician only entered the first portion of my physician's order, so the second part of the testing was never performed. As a result, my treatment was delayed because the necessary results were never completed.
When I brought in my third sample, I specifically asked the technician to make sure the doctor's orders were entered correctly. I was assured they were. Afterward, I contacted Quest's corporate office and spoke with Teresa, who was extremely helpful. She reviewed my order, confirmed that it had not been entered correctly, corrected the issue, and even provided me with the specific test codes to give the technicians in the future.
When I returned with another sample, I provided those codes to the technician. Rather than accepting the information, she became defensive and insisted that Quest did not perform one of the tests my physician had ordered. I explained that Quest does perform the test and simply asked that the codes be entered exactly as provided by corporate. She then called over another employee, who also insisted the test could not be done. Both employees told me they would enter the codes as I requested but warned me that if they were wrong, "it's on you." They also required me to sign paperwork acknowledging this.
As it turns out, the codes were correct all along, and the lab is now properly analyzing my sample.
Patients should not have to educate laboratory staff on how to enter physician orders correctly, especially when delays in testing can directly affect medical treatment. I understand that mistakes happen, but after multiple errors and unnecessary delays, this has become extremely frustrating.
I am limited to using Quest because of my insurance, so going elsewhere is not an option. I respectfully ask that Quest provide additional training to its technicians on properly entering physician orders so other patients do not experience the same delays and stress that I have. read more
