UrgentWay Manhattan — Local services in New York

Terrible testing experience. The waiting, indoor waiting, sign in, and results logistics were terrible. Go to the LabQ tent right outside instead. No wait, outdoors, PCR, results in 3 days. UrgentWay Manhattan, if you are seeing this, i genuinely think you should send someone to the LabQ van and see their logistical operations and take some notes. See below for full details of my experience.

Reservations: there is no point in making a reservation time online. You will wait in line outside anyways, and they do not ask for your email confirmation at all upstairs bi could easily have not made a reservation and would have been fine.

Waiting period: i understand the Christmas season is a testing rush, and that there will be lines. But many parts of its process could easily be logistically improved. Patient sign in forms could be digitized so we can fill them in on our phones while waiting in line, or when we make the reservation online. The clinic processes other diagnostics too, but the rate at which they conduct COVID-19 is impressively slow. The issue isn’t performing the test itself, but is the preparation of labels, vials, etc., which comes down to poor logistical planning in terms of internal transfer of data and printing. Just get a barcode label printer connected to your system for each room and be done with it. Lastly, we had to wait for over an hour all in one room together- with positivity rates at 15%, what is the point of that?

Results: This is the worst part. I did both a rapid antigen and PCR test. I received a text notifying me that my rapid antigen test results were available online. However, i was unable to actually make an account to log in or retrieve a lost password, and i couldn’t use my emails to create a new account because my name and DoB were already in the system and associated with a different account. Luckily, they were quick to respond on facebook and email me my results. HOWEVER, I asked how i would receive my PCR results and they said they would notify me, which I highly doubted at the time given the volume and seemingly lack of automation. After 5 days of no results (to which they estimated it would be a 2-3 day turnaround), I contacted them on Facebook again and they immediately emailed me the PCR results. Incredibly, the test results were actually completed on 12/24, in time for Christmas which would have actually been useful and very impressive turnaround time, but because of their logistical failures at many points, They only sent me the results when I asked for them when it didn’t matter. Good thing I got a LabQ test while I was waiting in line for this test, and got my results back from them sooner.

Please, UrgentWay Manhattan, hire someone to improve your internal operations. You can make so much more money if you just speed it up.

Please, other customers, avoid this place...

STAY AWAY! I went to the 8th Ave office to have a check-up with Dr. Khan over a year ago and am still haunted by this place. Long story short, I did not want to see Dr. Khan at her urgent care location because it was a higher co-pay and I just needed a check-up. The receptionist told me I should still come to her urgent care location and they would just bill it as a standard doctor's visit. I had a very weird appt with the doctor where she told me I looked awful and pale as soon as she walked in the room, which I found odd and rude. We also spoke about my diet because I had been having a few dizzy spells over the past few months and she told me I should eat more chicken. I explained that I was a vegetarian and she told me I couldn't be healthy without chicken. Absolutely bizarre and absurd medical advice. I quickly wrapped up the appt, paid my co-pay and left. A few weeks later I received a bill for an urgent care visit. I called the doctor's office, spoke to the same young man who had assured me this would not be an urgent care visit. He was very helpful on the phone and said he had updated my info to reflect a zero balance and to disregard the bill. I receive ZERO additional bills or communication about this until a year and a half later when I receive a notice from a collection agency that I owe this god awful doctor's office money. What??? I do not understand how on earth you can send a person to a collection agency without billing the patient. It is infuriating and unacceptable. I have been working with the collection agency to try and resolve this for the past month and Dr. Khan's office has not yet fixed this problem. I encourage everyone to stay as far away from this place...

This place is scam. If you look at all the bad reviews (the real ones) you will find the pattern. I took my dad and my niece there to get the PCR COVID test done before they travel back to their country. At first I got an email saying that my dads test was lost and that I had to go again to get the same test done (one day before they traveled) when I got to the office in Manhattan they took me to a private room (son then nobody could hear anything) and told me that they had found the test and they would be sending the results during the day… I knew it was a fake one but because we didn’t have any more options we accepted. We paid $100 each on site for the test and now, one month later I get a new bill, this time from the lab saying that I still owe $100 for each test. Nobody responds at the phone and when they do they tell me that’s not their problem and that I have to figure it out with the lab directly. I called the lab and they said the problem was that the clinic never paid to them, I had to go (one more time) to the location in Manhattan just to be kicked out of the place because “they didn’t have internet” that day the lady was absolutely rude to me, was yelling at me in front of other patients in the waiting room. I still have no answers and what’s even worst they told me to say at the lab that they have to bill the government! This place is taking money from tourists and then billing the government for them again. Is scam and illegal! I’ve already compliant to the better business bureau and I’ll go to the news too. Looking forward to get this place closed...