St. Luke's Imaging Center: Meridian, E. Louise Dr.

"I, too, wish I could rate this place a zero on customer service alone. I brought a cancer patient in today for a CT and PET scan. The front desk person checked him in and went through a battery of questions. One question she asked a was what kind of profession he was in. She said they ask that because they try to gather information as to what professions might cause cancer. So, at this point, it’s obvious she knows he has cancer. We told her what his former profession was (that dealt with certain chemicals) and her response, in the most condescending tone, was “I guess breathing in all those chemicals in wasn’t great, now was it, hmmm?” If he didn’t have to have that scan today, we would have left. What kind of person says that? What kind of person fixates blame on the patient? What kind of person opens their mouth and says anything remotely close to what she said? Does she not realize that people are worried and anxious walking in there, yet she still thinks it’s ok to make somebody’s worst day worse? She had to have seen my reaction, but even with that, she followed up with “yeah we get teachers in here and think.. that’s not so bad but yeah, your work is bad.” This was completely inappropriate. There was no compassion but even more, it was like she was “rubbing it in” and making it his “fault”. Unfortunately, there aren’t alot of options for places to go for scans. We will just have to prepare ourselves next time to be met by somebody with zero empathy. Sad. Please, do better. Train your people. Have some standards. Don’t ridicule patients. Just be nice."

"Scheduling process is not good, aniquated, and I believe a technical & systematic failure. They will not take an electronic order, it must be sent by fax. Additional I waited over 15 minutes 3 times to talk with someone, to get this scheduled. They indicated they had received the fax, but it had to be transcribed before any scheduling could be done. Someone would eventually get back to me, but no timing was given. What a failed and dissappointing process!!!! St. Luke's you should be embarrassed, this is a terrible example of customer service. Not a failure by folks on the other end phone call but by the business leadership who allows this to continue this way."

"Horrible experience!!!! My pcp ordered a mammogram due to my family history so I made an appointment at st lukes imaging because it was the only facility in my insurances network. I showed up and the dr. there refused the mammogram, LECTURED me on how I am under 30 and there is no reason I should have requested this, that it is dangerous and the radiation will increase my risk of cancer, that my pcp should have known this already, how "this happens all the time" as if their frustration with their job is my problem as a patient. She said our only option is to do an ultra sound and that I need to "pick spots" to have the imaging done. I said I didn't know what to look for as I hadn't had breast exam training and everything felt lumpy, she scanned away and then told me the lumps I was feeling were my ribs. They billed it under diagnostic instead of preventative so I have a bill for $400 when I went in for a preventative screening that my Dr ordered! I called the st lukes billing department to dispute it and it's a call center in Ohio. The rep I talked to mistunderstood my reason for calling 3 times and kept cutting me off, saying "the Dr knows what's best for you, they are the doctor, not you" and how it "isn't a big deal, just make payments" as if the fact that st lukes messed up is a good reason for me to pay $400. She refused to even dispute the charge and said I "am wrong". I asked for a manager and she said her manager was "with a patient and will call back this week" It was a total scam!"

"Friendly staff and technician. She was caring, brought me a blanket, changed the music, told me number of minutes for each image. Asked me frequently if I was doing alright. The MRI is doughnut shaped, not enclosed!! Don’t scare others!!! I was comfortable although it was loud!"

"The check in process is intentionally cumbersome and no privacy is provided. Stand in line with people less than 2 feet behind you, they talk at a volume so everyone can hear, ask you to answer questions which you have already answered through the online check in process. Very much feels like a processing center. I am sitting here after having checked in and I can hear them from across the room checking in the next person. The front desk staff need some training on showing genuine care and concern, politeness and discretion with patient privacy."