LabCorp Sucks
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Laboratory Corporation of America – Tell Your Story and File a Complaint
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23 Oct 08 LabCorp Complaint

I received this complaint that was also submitted to Labcorp through the patient feedback section of their web site. Complaints like this one should be immediately followed up by LabCorp managers. Whether they are followed up or not, now that’s a different story. LabCorp’s regional managers tend to find secondary excuses for the complaints. In other words, they find ways to blame the patient instead of the LabCorp employees who are poorly trained or worst yet, poorly supervised. That seems to be the universal problem in almost all LabCorp regions.

I recommended to Nancy that she contact United Health Care and notify them about the incident with her child. Hopefully that will persuade United Health Care to select better quality lab service providers. Here’s Nancy’s complaint:

I had to take my 11 year son to Labcorp yesterday in Deland Florida and we had a HORRIBLE EXPERIENCE. First the tech gave him something to squeeze, tied off one arm, poked and prodded with her finger, untied it, tied off the other arm and did the same. Took the tourniquet off and called in a co-worker to “hold his arm, he wasn’t co-operating.” I said to her, “He’s holding perfecting still, what do you mean he’s not cooperating?” She said “He’s not squeezing hard enough”. She then stuck him with the LabCorp in Deland, Florida that complaint was filed against.needle, nothing came into the vacutainer tube, she then proceeded to stick it in DEEPER and wiggle it around……I told her take it out, she had one shot, and by this time he was crying and I hadn’t seen him cry in years….She then says, “Well do you see how thick his arms are for a kid?” “Go take him to the hospital” and as she took the tourniquet and supplies away I saw that it was a glass blood tube that she was having him squeeze…he was afraid he’d break it……I still have to get his blood work done but I’m checking other labs for cost because my United Health care pays for Labcorp only and I’d rather pay out of pocket than go to Labcorp again. I was going to go to another site but after reading all the complaints online it seems they are all as equally unprofessional, rude and inadequately trained.

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Here’s the email I sent her:

Nancy:

I posted your incident on the labcorpsucks.com website, and withheld your name. How sad that they would do that to a child. I highly recommend that you contact United Health Care and let them know of how your son was treated. They might even authorize you to go to another lab or have the blood drawn at a doctor’s office. Having unqualified or poorly trained personnel at a lab service center is the fault of management. I have noticed that there are many complaints about management in your region. Please feel free to refer United Health Care supervisors to see how many complaints are posted on labcorpsucks.com. Hopefully that will move them to stop using LabCorp and select a lab services provider that will provide higher quality health care services for their insured. I will also forward your incident to Florida’s AHCA (Agency for Health Care Administration). I highly recommend that you call Florida’s AHCA and file a complaint with them as well. Here’s the info on how to file a complaint in Florida:

Florida Health Care Facility Complaints

Consumer Complaint, Publication and Information Call Center

The agency provides a toll-free telephone system for consumers to call in order to file complaints, receive publications, information and referral numbers. This system can be accessed by calling the number below between the hours of 8:00 A.M. and 6:00 P.M. Eastern Time Monday through Friday. Complaints about health care facilities are taken during regular business hours, 8:00 A.M. to 5:00 P.M., Eastern Standard Time (EST).

(888) 419-3456

For registering your complaints, requesting publications or requesting information, use the following options:

Press Option 1

Available Monday – Friday, 8:00 A.M. to 5:00 P.M., EST. To file a complaint about a health care facility. The call center can also refer you for information on facilities.

Good luck.

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21 Aug 08 LabCorp Jobs

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I had a talk with one of the managers at a service center about the jobs that people perform at the company. Here are some interesting things that she had to say.

1) Job turnover in the Miami region is very high. The revolving door is a result of the way that they operate the company. Labcorp jobs are always availabe because so many leave the company.

2) Managers are not too familiar with who their boss is. They know the name but have never really met them or interacted with them.

3) About Bob Blanco – “Oh, he’s the guy who signs my checks. He’s the big boss. I never met him but he gives the orders to pay me.”

Q: have you ever met him?      A: No but I know him by name.

How can a service center manager not have met the district manager? I guess when you are a district manager that sits around the office, you never really know what is going on outside your little cave. Maybe they need lessons on how to be a successful executive. That “isolation from reality” seems to be a common problem in most districts.

That’s something that I admire about Bank of America. Part of the job requirement to be a banking center manager is that you have to walk around the floor during busy hours and interact with the customers and employees. Now that’s customer service. If you have a question or problem, ask the boss. Forget that executive attitude. The manager is just another person trying to provide a favorable banking experience.

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09 Aug 08 LabCorp – Not the Way to Treat a Patient!

I was out of town for a few days and a little behind on reading my emails. I’d like to share one with you that was sent to me on Tuesday (Aug. 5,2008). It is from a gentleman named James, and we’ll withhold his last name.

Two weeks ago I went to LabCorp facility in Glen Burnie, MD. After signing-in one of the window attendants told me that I had an outstanding Co-pay. I informed them that I had two insurance’s CIGNA (through my employer) and BS/BS (Federal Retired) and would they please call the billing office, receptionist informed me that they couldn’t do that and that I would have to resolve the problem.
 
When I returned home I called the LabCorp billing office and told them what happened. The billing office told me that their system didn’t allow for more then one insurance entry in their system. but that she would take care of billing the secondary insurance company and if I had any problems when I went back for my blood work to have the lab center call them.
 
This morning (Tuesday, Aug 5, 08) I went back for my blood work and again I was told that I still had an outstanding co-pay and once again I told them to call the billing office. The receptionist told me they couldn’t do that. I told the receptionist to give me a phone and that I would call them, which I did.
 
I talked to the billing office again and explained the problem. The billing clerk said she understood and put the receptionist on. The receptionist reluctantly took the phone wrote down something and left the area (with no feedback given to me). A short while later another lady sat down at the computer and did something, again NO feedback.
 
After all of this 5 additional people were taken ahead of me, so I went back to the receptionist and asked what was going on. She said that I was NEXT I sat down and another two people were taken. At this point I asked to see the office manager. She came out an I asked her what was the problem with me. She told me about the billing problem. I told her I understood but that NO one gave me any feedback and that seven people have now been taken, when I was told that I was next, before the last two people were taken.
 
I asked the manager were they punishing me for their incompetence. Once again NO response.
 
NOTE: I am also sending this to my insurance companies.

Doesn’t LabCorp get it? You can not treat people like this in the USA. There are too many other labs available for us to have to put up with this attitude from your employees. Thanks to competition I no longer go to a LabCorp center, and refuse to have a doctor draw my blood if they are sending it to LabCorp.

Message to LabCorp: You are NOT doing anyone a favor by taking their blood and analyzing it. YOU ARE GETTING PAID FOR DOING IT! 

I believe that LabCorp managers are to blame. They do not take patient treatment and care seriously. From my conversations with Robert Blanco, the incompetent manager for the Miami region, the managers look for ways to protect employee incompetence. Instead of taking complaints as constructive criticism that helps them turn the company into a better provider, they find ways to defend employee actions. That’s why James’ story is a very common occurrence at LabCorp. Sadly enough, managers perceive their role as producers of numbers for the company. Numbers as in dollars. Forget how patients are treated and if they will ever go back to LabCorp, its the quick buck that counts.

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21 Jul 08 Lots of LabCorp Related Emails

I’ve received dozens of emails related to problems and complaints against LabCorp. From those who have filed lawsuits against them to physicians that are fed up with service related issues. I will respond to them all this week. Since this is something that I do on the side because of the poor attitude of LabCorp company manager and executives, I can only do it during down time. Sorry about that.

The retail business has many dynamics. It’s a business that I know well. Relating these principles to LabCorp’s operation, it is hard to believe that there are so many patients that will never set foot in a LabCorp center again. Yet the company and its executives do not seem to be doing anything about it. It’s a real shame how a company can believe that they are so omnipotent that they can do whatever they want. Our country’s laws and regulations are established for these particular instances. They will eventually catch up to LabCorp. The government agencies will move in and that’s when you will see them change.

I also believe that the tough economy will severely affect LabCorp and their view of the customer. In my opinion, they see the customer as the HMO, insurance company or 3rd party payer. The patient is seen as a secondary factor when in fact it is all about the patient. Poor results or worst yet, no results, will not only anger the patients but also the payer as the patient will start complaining. Why do these managers and executives not see this? Oh well, they will when the 3rd party payers start cancelling contracts because of malpractice lawsuits. And the doctors that send them the specimens for results? They will eventually get tired of poor results that affect the lives of their patients. I believe that doctors generally care more about their patients than the lower prices offered by LabCorp. That will also work against LabCorp. When will this company wake up to reality?

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