Betty sent a message to Stephen H. Rusckowski - President and Chief Executive Officer of Quest Diagnostics - Email Address that said:
I recently went to Quest Diagnostics (this month) in Palm Coast, FL. The address is 21 Hospital Dr. The biggest complaint I hear is about taking some people ahead of those who are already waiting. I am not talking about those with appointments. I am talking about those who are signed in and then are bumped so another can go in their place. This was my experience also, and not the first. When I got called in, the technician, Rhonda, asked me how I was doing. I spoke out about the sequence of taking patients. She told me the woman who went ahead of me needed to because she was a school teacher. She may have been there first. She seem to be having trouble deciding if she would have time before her class. I dont know her particulars but my guess is she could have come in earlier, come in a different day, or made an appointment. But she decided to stay and signed in after me. My point was how do you know anything about who is waiting? You dont know their story, whether they are hurting, sick, or have some urgency of their own. Rhonda made a judgment call and I disagreed with it. It wasnt a huge deal but as Ive said, not the first time either.
However, that is not my complaint. My complaint is with the way Rhonda handled everything. She should have said (in my opinion) that she was sorry I had to wait but she thought she was doing what was right. Or she could have just dropped it. But no, she was in my face about it. There was no need for her actions but she got angry and wanted to let me know it. She said I am a kind person. I have a heart implying of course that I did not. She said Im thankful for everyday I wake up. Thats the kind of person I am!! It was a cross between a lecture and a rant. She would not let it go and she was loud about it. My guess is that no one has ever said something contrary to her because she definitely didnt have the professionalism to handle it. Maybe your staff should be taught that if it doesnt come naturally to them.
Anyway, another technician was walking past and she said to her You wanna take her? and walked away dismissing me. The other woman, Dawn, was the epitome of professionalism and very kind. I felt she might need an explanation as to what happened so I told her. However, there was little need as you could hear Rhonda shouting Shes complaining because she had to wait five minutes!! Which wasnt true and clearly not my point. And the rant went on. I suppose she might have been looking for support from her co-workers, sympathy or whatever. But I believe her real reason is that she wanted everyone to know her anger. Dawn and I could hear it with no problem as well as all the waiting room. Is this typical of your staff?
As I said, Dawn was nothing but professional. She said she was sorry but she did not condone or criticize Rhonda. Truly a professional. As I started to relate the things Rhonda had been saying to me, I began to cry. Rhonda walked past a time or two with glares but Dawn just held my hand and tried to soothe me. What an angel she is.
I will never go back there again.
