My insurance’s preferred lab/testing partner is Quest Diagnostics. So over the years I visited them a lot. I saw their struggle to go to an electronic system and their various reorganization attempts in order to make the blood tests a smoother experience for us all.
Over many years, I went from standing in line early in the morning and waiting for an hour to get a blood test done to making the appointment online and waiting at most 5 minutes in a nice warm room. They did a good job.
And now I must have found their best testing center ever – very patient friendly. It’s a really small center with just one phlebotomist. But she is very nice and focused on the patient. I often have a hard time getting blood drawn because I have small hidden veins, so I usually get tries in both arms before a successful attempt. Not here, she gets it on the first try.
But for now, a minute by minute account of how I got to do the appointment:
- Looked up Quest Diagnostics online. I went to For Patients/Make an appointment. I found it easy to find, maybe because I knew they had the online appointment tool.
- The search was uneventful for me, I searched by city/state and it returned a list of testing centers and appointment times.
- The View More link was very useful once I located the place that I wanted to go to, because I could see all their appointments for the whole week and I could pick the one I preferred.
- I picked a time and I was asked to login. I preferred to make the appointment as a guest.
- I was given a nice clean form that simply requested my name, phone, email address and gave me options to be called in advance, to be surveyed after testing, to get special offers from Quest (default unchecked! 🙂 )
- After filling in the info, I was sent a confirmation email with an attached .ics file, so I could just stick the appointment in my calendar. It is so simple, but such a rarity in today’s healthcare world in NJ.
- The day before, I got another email reminding me of my appointment. Just to be super-picky, I wished this email would have a link to go back to the site and cancel the appointment if wanted… Also a phone number so I could call if I would be late.
It was that simple. Elegant, easy, worked well, clear and it took me less than 5 minutes to complete the whole appointment!
Well done Quest Diagnostics!
Ironic enough, their CMO had a TEDMed talk in which he mentioned that “Patients Make Poor Health-Care Consumers“. (More about the TEDMed day) Well, no matter what their opinions are, they seem to be quite patient oriented.
In a couple of days, I will get the test done and will be back to report how that went. I expect it to be pleasant and uneventful!