AdventHealth Lake Mary Health Park — Local services in Lake Mary

What a different experience this was…….. Check-in was a breeze. I waited in the area for the technician to fetch me when she was ready for me. When the woman came out, l was surprised to see it was someone l did not recognize. I asked if my favorite phlebotomist Luna was there. She said no. I then asked if she was not there today or not there anymore. Curtly, she said she no longer worked there. I was taken aback, since Luna was the first person that didn’t hurt me drawing blood and was always able to stick me once without any pain. I’ve been going to her for years!! I am not a good “stick”. The technician never uttered another word. She was visibly annoyed that l asked for my go to person and l was visibly upset thinking l was going to be tortured… “Sit there “ pointing to the chair. “Which arm?” No introduction by name, no small talk, didn’t try to calm the patient or find out what was wrong. ZERO SOFT SKILLS!!!! It took her awhile to enter which blood tests were going to be done. CRICKETS…… She started to order me around and when l was tired of being treated in this demeaning manner, after demanding instructions , l responded with “ you mean please —————.” She continues and again l say “ you mean please————.” This drove her over the edge!!!! She started to raise her voice and said l was rude to her since l got there.. ( l stayed because l needed to get this bloodwork done, otherwise l would have really let her know what l thought of her lack of service , no compassion and lack of respect for a patient.) She stuck me aggressively ( without the normal caveat that phlebotomists give) and what a surprise she didn’t get the right spot and rooted the needle around until she got the right spot. After she wrapped my arm, l told her she wouldn’t have to worry about ever seeing me again and she continued her verbal lashing. Let me tell you, she was the most unprofessional, abrasive individual l ever had the misfortune of having treated me in any type of medical procedure . I believe her name is Melissa and if you see her asking you to accompany her to the treatment room ….RUN...

I had an MRI scheduled at 3:30p. Told to arrive at 3p. After chk in, was told to sit in the hallway on a bench in front of imaging area. I sat down at 3:10p on this bench with my back against the wall. I waited there until a tech came out of the imaging dept at 3:45p. I asked what was going on as my appt was for 3:30p. Tech stated they're running 15 min behind. Told them I'd been sitting on this uncomfortable bench for 35 min and my back was now hurting. The tech said hold on, went back in the imaging dept and then came back out and said she would take me inside to change into scrubs. After changing, I walked into small area where there was no where to sit. I then had to stand outside the MRI door for another 5 min to wait for them to allow me in. I have been going to fla radiology imaging for years before advent health bought them out. They were on primera Blvd before they moved to new location on Rinehart. That location had comfortable chairs not only in the outside waiting room but also inside the imaging area so after you changed into scrubs you had somewhere to sit while waiting for tech to call you. When tech opened door and let me in, she wasn't very friendly the entire time. I'm not sure who designed this new location and while the area is "new and shiny", it sure isn't very patient friendly. Also, why do you require me to ck in 30 min early when ck in took less than 10 min? Not too happy about my experience in this...

I had two scheduled imaging appts back to back and I've never had as much trouble getting a procedure taken care of, to the point I was in the lobby with my contrast IV in my arm trying to reconcile my issue with the second order.

The single staff member was undertrained and overstaffed for the simple task of checking me in. I had an order from a doc, and approved and confirmed appt. And despite numerous texts saying zero due, I was willing to pay for the apparently unapproved image myself. This was apparently too complicated and she tried many ways to have me reschedule.

Not mentioned or included in the pre-registration documents is this waiver they presented that if you for any reason are paying yourself, you waive the right to submit to insurance for reimbursement. I believe this policy and forfeit of rights under penalty is not only anti consumer, but also denying treatment for their convenience to not have to handle refunds. So much for the constant reminders of the religious dogma of this company, seems to be lip service only.

I spoke to Beth the director via phone the next day and shared my concerns. I will be looking for an alternative referral for my health imaging needs in the future.

The company is too big, too siloed, too impersonal and as a result, presenting as incapable of handling patient's needs...