LABS: Customer service is lacking

I spent 20-25 minutes Dec. 13 standing in line at a lab in Sun City West to check in for a blood test (this is the line for check in not the wait for procedure).

Long, slow lines at this facility are common, even though the patients are often elderly, sick or handicapped. Usually only one employee checks patients in, and the line of patients often extends out the door and down the hallway.

No one came to help the one employee at the check in counter, despite lengthy glitches with several patients’ check ins. I sensed the woman in line behind me was not well but did not realize the seriousness of her medical condition. About 20 minutes later, after I checked in and sat down to wait, I heard a commotion and saw this lady collapse at the check in counter. Thankfully, she was caught by the patients standing in line behind her and lowered to the floor. First responders were told she was a patient of a local cardiac facility.

When I asked the employees for a number to call their supervisor, one of them replied there was no point in calling because “nothing would change.” It appears people have complained before and nothing has improved. I left a message with their supervisor, but she has not returned my phone call. This lab receives poor reviews online, and I can understand why.

If this lab cannot streamline the check in process for the elderly patients, they could at least allow patients to take a number when they arrive and sit until they are called (even our supermarket deli does this). If it’s too expensive for the multinational corporation to purchase machines to dispense numbers, perhaps they can provide benches for patients to sit on while they wait to check in.

I am copying the chairman and CEO of this corporation as I don’t believe meaningful action will be taken at this level.

Deborah Bowers

Sun City west

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