I went to the Labcorp in Gambrills and had yet another extremely unprofessional experience. When I walked in, there were no other patients waiting and no receptionist at the desk. I said “hello” because no one was in sight, and instead of being greeted, I was yelled at from the back to “sit down,” in the same tone you would use to command a dog. Only later did I realize that the person yelling at me was not only the receptionist but also the one who would draw my blood.
She was rude from the beginning and even admitted she hadn’t had a chance to go to the bathroom, but she took that out on me by raising her voice and snapping at me simply because I said hello loudly enough for someone to hear. When my phone died and I needed help contacting my doctor, she refused to call, refused to even look up the doctor’s number, and offered no support at all.
This came right after a horrible experience at the Labcorp in Bowie, and although the dynamics were slightly different, the level of poor professionalism at the Gambrills office was just as shocking. Between being yelled at for just trying to get someone’s attention, treated like an inconvenience instead of a patient, and denied basic help with contacting my doctor, I left feeling disrespected and unsafe.
I also called Labcorp corporate about these issues and discovered that, just like with the Bowie location, nothing meaningful is done to address the problem. At this point, it is clear to me that there is a serious culture and training issue, not just “one bad day” or “one bad employee.”
As someone with experience in business consulting and professional development, I know this location can do much better. With the right training in empathy, communication, and patient care, you could dramatically reduce complaints like mine and others’ and rebuild patient trust. If leadership is serious about improving the culture and customer experience here, I invite you to contact me to discuss concrete steps to fix these issues.
Sincerely,
A concerned patient and business consultant
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Laboratory Corporation of America Holdings, more commonly known as LabCorp, is an American S&P 500 company headquartered in Burlington, North Carolina.