Quest Diagnostics Cheshire

"Had an appointment for 9:20 and didn't get seen until 10:05. Seems this location is always behind. While waiting in the packed waiting room, there were two elderly customers that showed up and had trouble checking in. No one was available to help them. A couple of other patients in the waiting room tried to help them, but couldn't. When someone asked for, the staff simply handed a card to the person and said to call. Their system is really broken and leaves no room for compassion for the elderly and those who need extra assistance."

"I had many questions regarding the tests the doctor ordered for me. Giovanna personally explained in detail all pertinent information needed for the completion and accuracy of the tests to be performed. Giovanna was knowledgeable and her commitment to quality customer service was apparent, it was my pleasure working with Giovanna."

"To explain my situation, as of Jan 1, I had a change of insurance. When the young lady entered my insurance information she told me that I was going to be responsible for some of the cost. I explained that my insurance fully covers lab work. She hands me paperwork that breaks down my share of the cost. I asked if my Doctor didn't code correctly, and was told it was done correctly and this information was from my insurance company. She proceeded to ask for my credit card, I strongly resisted, repeatedly saying "that my insurance will cover this", explaining that I didn't want to give my credit card and that I shouldn't be charged for something that's going to be covered. Adding that I had blood drawn over a month ago and wasn't asked for a credit card, and didn't receive a bill. She responded that I may not be charged, asking for my credit card again. I responded what choice do I have, she responded "so you are willing to give your credit card" again, I said "what choice do I have." This went on for awhile, with me making it clear that I didn't want to give my card and asking "what choice do I have". Again she responded "so your willing to give your credit card ". I finally handed over my card, so I could get my necessary blood work done, repeating that " I don't like doing this "and "what choice do I have." When I was able to get in touch with my insurance company I was told that I'm fully covered and no credit card was needed. Even if I wasn't fully covered, giving my insurance card is all that needed to get my blood drawn. I called Quest headquarters and made a formal complaint, and was told that I would receive a call from the supervisor, but I haven't yet."

"The main issue is that this place severely understaffed. I think they should have 3-4 people working on the weekend (that’s when everyone gets their test done) they always end up with 1-2 people running the lab. It doesn’t always matter if you make an appointment or you are a walk in. You’re going to have to wait for a while. Walk ins do wait much longer. I went in at 7 as a walk in and waited over 2 hours because we had so many walk ins. When someone came to check the board one of the ladies that works there yelled at him saying there’s only allowed to be 5 people in the room and he was the 6th. They told me I was lucky to get in since they had appointments all day and they prioritize the appointments over the walk in because that’s the policy. The staff can be extremely rude. It’s no excuse but I do believe part of it is being short staffed and underpaid. Another thing is because they seem to be in a rush they miss the tests they are supposed to do, can’t tell you how many times I went in with a sheet and asking them to double check it to just to make it to my appointment that needs to results and they tell me. “They didn’t do this test, they didn’t do this one, I don’t have the results in yet” Either endure the wait time and staff here or find a higher rated quest in another town"