Quest Diagnostics — Local services in Topeka

Was called by their company about a bill my doctor has outsourced. Instead of being informed of my options on how to pay the bill. Johnie told me several times that I needed to contact a different department. It was only after 20 questions asked by me did she inform me that she could take care of the issue or offer another solution. I was confused as to why this information wasn't given before the other departments information. Considering that I had other options that she didn't inform me of. I felt it was lazy and that I was doing her job for her by asking her questions. Her supervisor got on the line a backed up the employee. Making me feel that if I wanted information on how to pay my bill that still has a month before it's due to pay, I would need to play the child's game of 20 questions and word it correctly to get information about payment processing options. I feel that the company is very misleading, poorly managed and lazy. This clerk would rather outsource a client to a different department with a different phone number, rather than giving the several payment options. I shouldn't have to ask specifically for the information. It should be given when I am discussing how to make the payment. Very misleading and lazy...

A few things I do know about Quest is that they are corporate so this means there's assigned offices over patient results, billing, etc. The centers you walk in to, to be drawn, do not have access to your results (this being a PHI matter) nor do they have access to specific billing information. And Quest did design an online appointment scheduling option for the convenience of the patients. If you choose the walk in method, then sometimes the employees have very little to do with how long the wait time is due to the volume of patients. And one last thing, is some tests, tubes, and specimens have specific requirements that make them impossible to do at the end of the day or in a limited amount of time, because even though the patient is drawn, or has left a specimen, there's specific processing requirements that may take 20 to 30 mins or more. Some tests require fasting, to be drawn at a specific time, or to be timed for a specific amount of time before drawn. And sometimes specific materials may have to be ordered and over nighted (this is not often) for some specialty testing that's done less often then routine tests. Quest is successful company for a reason and I'm proud of them...

I only use them because I have to for insurance. If I didn't have to I wouldn't. EVERY time I get labs drawn I have to call them 3 times for the doctor to get the results and have had to get labs drawn multiple times because "they never took my labs" or "cant find records" of my labs. I'm sorry, but I (the customer) should not have to tell you (the diagnostic and lab center) to do your job! If you can't do your job and be organized enough to get your results to the right place, why do you call yourself a diagnostic company? You could seriously screw up someone's healthcare and have a lawsuit on your hands! You have brains, now use them!

The only reason I would even give the a one star rating is because the ladies (I've never had a male) are ALWAYS very kind and get blood on the first try. This doesn't always happen for me. I don't think I'm terrible to get blood from, but don't have many choices and the best looking one no one can seem to actually draw from, but some people like to try anyways and these ladies have never done that! Other than that...customer service is...