Clinical Pathology Laboratories (CPL) - Southwest Medical Village — Local services in Austin

The lab techs are super nice! Usually a very fast visit. Today however there was quite a wait. I was getting impatient. They never put in my new insurance since September which I don’t understand?! I had 1 visit in by august with that insurance and last 2 visits with new insurance. I’m just now getting a ton of past due notices which makes no sense I lived in early December and forwarded my address 2 weeks prior in November! I’m getting 3 months past due and collections notices! How does that make sense!? I did labs in august binder correct insurance then late October under wrong insurance and I’m getting bills fir that now I’m January as last due when I just got the first invoice! They were late in sending it! So now I will have a bad report on my credit report! No calls or anything prior! I called and emailed them my new insurance card(s) and updated my new address but I had to pay online to just get it over with and now they will owe me a credit!! Today I went again and provided them all my new info again in person just in case! Weird thing is I mentioned it to front desk and she was Like oh that’s not us that’s a different department not even there in that office, but then she called me back to the front desk and asked for my ins card and current address etc even though I had offered it 5 minutes...

I have been to this location at least a dozen times. It seems their customer service and competence is deteriorating. After today's nightmare I won't be back. I called 5-24 to make sure they had received lab work orders from my doctor in Dallas. Veronica said "No orders were here." So I contacted Dallas doctors office and they called Veronica but now she said "yes, recieved 5-19." When I called back, Veronica said "you didn't tell me the orders were faxed in." What? What difference does it make to me? Aren't you the one working behind the counter? I go to get lab work today (5-25) and with very few people waiting, it took almost an hour. They lost one page of the lab orders. How? So again, I had to call the Dallas doctors office to verify labs requested. I'm so frustrated with their rude incompetence. This location is very convenient for me but I will never go back. I would rather drive out of my way than return to this CPL...

It’s a busy lab that doesn’t seem to be staffed for the volume. The waiting room is always full and wait times have grown to be typically 20 minutes or more before seeing a lab tech or phlebotomist for a blood draw. They used to be much shorter.

Appointments are not needed as long as your doctor has sent a request to them. If you do want to make an appointment, it can only be made online and it seems if you don’t have your confirmation number, when you show up, they require you to sign in as a walk-in, which means you’re going to have to wait (see wait times above).

I’ve never had a problem with the staff. They’ve always been friendly at the desk as well as those drawing the blood and taking other samples. The phlebotomist (I’m assuming that’s there title or equivalent) usually do a decent job with blood draws, although I’ve had a couple who needed some more training.

Main reason for 3 stars...