The absolutely worst healthcare business I have every dealt with
Background - I've been going to the Quest in Thorndale, PA for a very long time, and have yet to have ONE pleasant experience.
Needles - my veins are very small and they should therefore use a small needle by default (Phlebotomy 101). When I asked about the needle size, I was told that I have to tell them EACH TIME I come in that they need to use a small needle on me. I asked if they can add a note to my account about always using small needles, but they said NO. On the visit where they used the big needle, my arm was bruised for 2 weeks. On another recent visit, I was injected in 3 different places, and left there taped up everywhere, it was ridiculous! That phlebotomist had been there over 20 years (she even stated that she opened that Thorndale offic). I had to come back the next day to complete my blood work (hydration issues), but she also advised me NOT to take my blood pressure meds that night. BP meds - I called my doctor about that and the nurse said that that was the craziest thing she had ever heard. 20 years of experience, really?
Billing - be warned that when they do the intake paperwork, they will sometimes tell you that you owe them an estimated amount, and they give you a bunch of credit card options for payment. DO NOT ever pay them a dime!! Say NO, BILL ME. Let them put the claim through to your insurance 1st. Only pay after your insurance has assessed what you owe. My labs are always covered at 100% by my insurance, and I never get billed a penny by my insurance after my visits to Quest. I made the mistake of paying them the estimate one time, that will never happen again! Also note that they won't ever voluntarily give you the option to bill you, but IT IS a valid option. I tell them that every time I go in and they don't ever push back/argue with me.
Employees - they are very very unpleasant and rough. I am not sure if they hate their job, their employer, or both. They all complain about everything under the sun. Several have complained about issue such as; having to rush to open other offices in the same morning, being short staffed, the lab request from the doctor has too many pages (really?)
Customer experience - the worse experience ever, and I have spoken to others who have visited other Quest labs, and they have shared similar feedback. Quest management, if you don't start treating your customers right, the Malvern, PA location will be the 1st of many to get closed. I have visited my last Quest lab this past week, and will be taking my business elsewhere starting next month. Location and convenience is just not enough anymore. read more