I am writing to formally share a complaint regarding my experiences at the Quest location in Branson, MO.
I see a holistic doctor who requires me to schedule appointments with Quest for blood draws that are sent to Cleveland HeartLab for screening. When I began seeing my doctor, I lived in Colorado and consistently had excellent experiences at Quest. The staff there took my paperwork, entered my information correctly and completed the labs without any issue.
I moved to Missouri in 2022 and since then I have had repeated problems getting my lab work done. I require labs three times per year. Two visits are for smaller hormone panels and one visit is for a larger draw involving several vials. For the larger labs, I already have to drive an hour to Springfield, MO because the Branson location is unable to process them without significant confusion, multiple staff members (namely Debra) involved and constant complaining.
For the smaller labs, I schedule appointments at the Branson location. The staff member there, Debra, is polite but complains every single time I come in about the paperwork and the process. She has completed the labs in the past but always while voicing frustration in front of me, which is uncomfortable as a patient.
On January 26th, I had an appointment at 7:10 am for a small lab draw. When I arrived, Debra immediately began complaining again, stating she was the only one there and expressing frustration about having to input the information into the computer. I asked if she would prefer that I go to the Springfield location instead. She responded that if she did not do it she would get in trouble but continued to complain. At that point, I picked up my paperwork and left.
I understand that systems and processes can be frustrating, but this is not appropriate behavior in front of patients. I also have a job and responsibilities and now must figure out when I can take time off work to drive an hour to Springfield, wait however long it takes this group to figure out my paperwork/draw my labs and an hour back simply to complete required lab work.
To be very clear, I am extremely dissatisfied with this experience as well as previous experiences. There needs to be proper training across your offices on how to process this type of paperwork and staff should not be complaining to patients about doing their job. While this behavior has occurred before, today was the final straw. I will not be returning to the Branson Quest location again.
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