Quest Diagnostics — Attraction in Sugar Land

READ ALL - FROM THE WORST EXPERIENCE TO THE BEST (Giving one-star because the first experience was so bad.)

Scheduled an appointment at 9:00AM for employment drug screen. Was called back right at 9:00AM.

An employee escorted me back saying, "Quick left and then quick right. Have a seat in the big chair right there." She asked me what I was there for.

Showed her the information that was provided to me. Without hesitation, she quickly said, "Nope! Can't help you. We don't do those until 10. Didn't you read the door?"

Somewhat shocked I replied, "No, I didn't read the door. I called in, made an appointment, and I am here now because this is when they scheduled me for."

She barked back, "You should have read the door. Don't do before 10:00AM. I can't help you. Don't you understand we handle more than 400 patients a day? The door clearly says the times."

I replied, "Why would I read the door if I called in? And more importantly, why didn't they tell me when I called in that it would have to be after 10:00AM? What do I need to do?"

The rude remarks continued, "I can't help you right now, and you will have to reschedule. You will more than likely have to go to another facility. You should have read the door. There's nothing I can do for you."

So I asked, "And who can I call? What's a good #?"

She said, "I'm not sure. Get online and do it."

I replied, "You don't know who I can call? You don't have a number?"

She said, "Here. Here is a brochure. Maybe this # can help or you can scan this QR code? But I cannot help, and you should have read the door."

I replied, "Ok. Prior to calling anywhere, I will drive by first and read the door. That makes sense."

The lady's name was Natalie. A short, plump Hispanic who clearly hates her job and might have been the most rude lady I have ever spoken with. If she hates her job that bad, she needs to quit. And if she treats everyone like this, I bet she has heard an ear full. She needs to get her pink slip, and pack her stuff up. What a disaster she is!

So I leave the office, sit in the parking lot, and call the number I had called yesterday. Ironically, the same location I was at had a 10:10AM appointment. I scheduled the testing for then, and figured I would give them another try.

I was promptly greeted by another Natalie, this one was totally different. Natalie Owens took me back, completed the paperwork, and conducted the screening. During my short time there, I told her about my experience and how I appreciated her friendly and helping attitude. She was awesome in helping me. I told her, "Perhaps the other Natalie needs to take some training from you!" This place needs more Natalie Owens!

If you go to this place, hopefully the grumpy, rude, unfriendly, and hateful "Natalie" won't be assigned to your case. If so, just take a big deep breath and know within a few minutes, you will be out of her sight. You willonly be able to handle a few minutes with that grouch. WOW! On the other hand, if Natalie Owens is your nurse, you will have an awesome experience because she seems to have a heart of gold! The other Natalie has a hard, calloused heart who is...

I hate to give this place one star but after you see the pictures, you'll know why. I've been here before several times and my experience has been overall fine each time, except the last time. I can't recall the name of the technician but he was over confident in his abilities for sure. I mentioned I have thin veins and asked for the butterfly needle, like I always do whenever I need to have my blood taken. I've had many experience at other places where they'll poke me 3 times with no luck, so I've learned to ask for the smaller needle as it's so much easier to get it right the first time. Well, I tried doing the same here and he told me something about how the smaller needle is only for babies and elderly and its not recommended for someone my age. Yes, I know that, but like I said, I have very thin veins and I've dealt with this issue all my life. He didn't budge and reassured me he has well over 20 years of experience, so I let it go. For reference, I went in for a test that required being poked 4 times over the course of a few hours. Well the first 3 times he put the needle into the same hole as before, which of course hurt like heck. He also was not gentle at all, it was like I was being stabbed and then the needle was being jerked out of my arm. I also bled a good amount each time, which has never really happened before, and I've had this particular test done several times in the last few years. The kicker, and the reason for the 1 star, was the fourth time. I decided okay let me give him my other arm to avoid having the same wound poked again. Well, this is what resulted from that last poke. You can even see the needle scratched my skin coming out because I don't know why, he kept stabbing the needle and jerking it out instead of gently inserting and removing. For reference, I had my blood taken at a different location today and I didn't feel a thing. I will not be returning to this office ever again, I would rather drive an extra 20 minutes to the next closest lab then to visit this one again. The wound grew significantly over the course of 24 hours and even 2 weeks out, it hasn't healed fully. I've had similar wounds before, being stabbed by incompetent technicians, but...

Lack of Care & Empathy - Zero Stars

Interaction - 04/08; Appointment for the gentleman was made at 11:30 am on site

I am deeply disappointed by the lack of care and professionalism exhibited by the staff at Quest Diagnostics. A senior citizen (at least 80 years old), arrived for his 9:30 appointment and found himself confused about how to access the details of his visit. Rather than receiving assistance with patience and understanding, the representative scheduled him for a later appointment at 11:30, despite his concerns about needing to eat.

After waiting for over an hour, this gentleman expressed that he wasn’t feeling well and he was past due to eat. When he knocked on the door to request an earlier appointment, the representative who greeted him was loud, condescending, and dismissive, replying, "I just told you I'll see what I can do," in a tone that was anything but compassionate.

As healthcare professionals, especially those working with the elderly and sick, empathy and understanding should be at the forefront of interactions. Unfortunately, the treatment this man received was nothing short of appalling. It's disheartening to see such a lack of care for our elders, who are especially vulnerable. Quest Diagnostics failed to provide the level of service and kindness one would expect from a medical provider.

This experience was painful to watch, and I sincerely hope that Quest takes steps to improve its staff's empathy and customer service skills to ensure no one else has to endure such a...