Quest diagnostics is worse than the DMV. How can customer service that bad survive in the private sector? Because the real customers are doctors, not the patients who suffer through visits to Quest. All Quest needs to do to keep its clinics full is advertise to doctors and pay them kickbacks for referrals. Most patients will just passively follow the doctor's referrals. How can this conflict of interest be solved? Insurance companies should contractually ban doctors from receiving any kickbacks for referrals.