Upset with local health center & my weekly blood testing

CreatureKeeper

Per instructions from my MO I am to get blood tests done on the weekend prior to my Monday infusions. Today I selected to go to a health center associated with my hospital. It's one which is on the approved list given to me. I was my first visit there. 

Upon entering the check-in staff were sitting around chatting with a placard up to sign in at the window next door (where nobody was there to greet patients). I entered my name and sat, waiting to be called. Nothing .. until another person came in to sign in and they were told to come right in. Hold the phone! I spoke up and said I was there first and had been waiting. Guess they didn't look at the sign in sheet. 

I walk to the lab waiting area and get called to the computer. The gal there says there's no blood work order for me. What? I tell them I have a weekly requirement to get this done before my infusions. Gal at the computer asks the staff for help. That's when it gets really awkward and unprofessional. 

One tech offered to help and call the doctor about the blood work order. That's when another office worker pipes in and says "we aren't suppose to call any doctor regarding lab orders." The tech countered with "we are to use our discretion and in this case it's warranted." Again the office worker is grumbling about not calling the doctor. Then she tells me there are other places to get the tests done, such as the cancer center on the day of infusions, etc. It was like she just wanted me to leave and didn't want to be bothered with helping at all. Why is she working there then? That's not the way to talk to a patient. Her attitude was rude and I did my best to keep calm. I reiterated that per my instructions I am to get the testing done prior to Monday. 

Luckily the tech did call the doctor, got the order and took my blood samples. While in the room she was complaining about that office worker. She's apparently always like that, never helpful. 

I'm considering reporting this situation. No patient with a critical illness should be basically told to go someplace else when I am at a location that the cancer center recommends. Staff shouldn't be disagreeing about what to do with a patient in front of the patient either. It was so unprofessional. 

Salamandra

Hey creaturekeeper,

I think it's a good idea to write up what happened and send it to the owner/manager of the lab - maybe also cc your cancer center. That shows the lab that they will get a reputation that could impact referrals.

My general method is to keep the write up as factual and concise as possible. Include the exact date and time especially if you don't know the name of the office worker. At the end, write how you felt. If you want them to get back to you, say so explicitly.

If you can do it snail mail, that tends to be taken more seriously in my experience. But electronic is fine too.

I'm so sorry you had to deal with that. Ugh.

ipenelope

CreatureKeeper-

Sorry you had to deal with this!! It was great that there was someone there that stood up for you and made sure the orders were gotten.

I also think you should contact the health center about the issue and the person who was rude. Like Salamandra stated just the facts. I would also include the lady that assisted you and called for the order to show your appreciation for their assistance.

Best of luck!!

Katie