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| - YOUR TIME IS WORTH NOTHING
SQ on 12th Street in the Edwards Medical Bldg in Phoenix is always overcrowded. I've tried walking in. I've tried making appointments -- either way there is a long, long wait.
YOUR CONVENIENCE AND COMFORT IS WORTH NOTHING
The front desk is scatterbrained and inefficient. Rather than handling most of what each patient needs at the time they approach the desk in terms of: signing into the log, showing their medical card, presenting their lab order, exchanging patient information or making payments, they call each patient up separately for each step. In addition, the waiting room is too small for their client traffic yet they jammed several chairs into it, creating less walking space. So Patient #1 approaches the front desk and signs in with their medical card ready, but they are told to only sign the log and sit down without showing it. Then Patient #2, same thing. Then Patient #3, same thing. THEN they call up Patient #1 to show their medical card (which gets photocopied during EACH visit and is apparently not saved on file as an electronic document anywhere). Then Patient #2, same thing and Patient #3 same thing. Then Patient #1 is called up again, this time to answer a question about their address or phone number, then Patient #2, and Patient #3. After each step, the patients are to return to their seats and wait to be called up for the next step. Finally, the patients are called back up to actually go to the back of the lab to a treatment room, necessitating another walk-thru of the crowded lobby. This creates a lot of unnecessary "excuse me, pardon me, here's your child's toy, pardon my butt, excuse me, pardon me" as people navigate the narrow to non-existent chair aisles to approach the front desk again and again. Many of the patients are with walking canes, wheelchairs, family members, infants in strollers, young kids with ADD, etc., making the navigation all the more tense.
NO ENTERTAINMENT OR NEWS FOR YOU
The flatscreen TV in the waiting room is broken and has been for a long time. But that's okay since even when it worked all they showed was commercials for some kind of medical service or product, which is a separate problem: why can't they turn on a local TV station like most other medical offices do? The TV shouldn't be there as a selling tool for the office, but rather a way of helping the waiting room time for patients suck less (at least that is what most patients assume will be going on when they see a TV screen in a medical office waiting room...).
WE'RE GOING BROKE - IT'S GOING TO BE YOUR PROBLEM TOO
Also, I think they are having financial issues because if you happen to come to their lab any moment after their office has generated a mailed bill to you (whether it has made it to your mailbox or not...), they will collect from you at the lab before providing service. In order to do this, they don't call you to the front desk to pay the receptionist. Instead, they call you to the INSIDE of the lab and seat you in a treatment room (like they would to draw blood), but instead they have their billing representative come in and present you with the minutes-old bill and demand payment before service, even if it's only $7. The billing representative at the lab then takes your money to the front desk person while you wait in one of the treatment rooms while they process the paperwork. Then they bring you your receipt and draw your blood.
WE WANT YOUR FULL ATTENTION WHEN WE ARE DRAWING BLOOD, OTHERWISE WE CAN'T DO IT (for some unknown reason)
Also, if you happen to be on your cell phone when the phlebotomist is about to start doing their job, they will stand there with their hands folded until you turn off your phone, even if your participation is not required and all they need is one arm to draw blood.
I'm switching to a different company for future lab work.
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