Quest Diagnostics

Medical Labs
Hours: Quest Diagnostics is a laboratory facility offering a range of services including routine lab tests, blood and urine testing, drug screens for DOT and non-DOT purposes, pediatric specialty tests, glucose tolerance tests, oral fluid drug screens, and Blueprint for Wellness programs. It now also offers COVID-19 antibody testing by appointment, with specific guidelines. Operating hours for various services are posted. Reviews highlight a significant contrast between the company's operational systems and the quality of its staff. The location is described as very clean, modern, and organized. The phlebotomists, specifically noted as two incredible and amazing women, receive consistent and exceptional praise. They are characterized as highly skilled, kind, understanding, gentle, competent, patient, helpful, welcoming, and exceptionally caring. Multiple reviewers express deep appreciation for their professionalism and personal touch, with one stating they are the only individuals able to successfully draw blood from them outside a hospital. However, the operational structure receives criticism. There is no front desk person, requiring patients to use a self check-in system on a computer or iPad, which involves photographing identification and insurance cards. This process is confirmed as standard protocol but can be frustrating, particularly for older patients who may need assistance from staff or other visitors. The system is described as causing staff to be overworked and rushing, as they must manage both medical procedures and administrative help. While one reviewer reported a very short wait time and efficient service, others report experiences of long waits, sometimes up to three hours, even with appointments, due to overbooking. Confusion exists regarding appointments, with some reviews stating they are taken and easily made online, while another states the location is walk-in only and appointments are not possible via phone. The waiting room is also noted as being very cold. In summary, the staff at this Quest Diagnostics location are regarded as phenomenal and are the primary reason for positive experiences, but operational and administrative systems are seen as needing improvement to better support both patients and the overworked employees.

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1. Springfield, Massachusetts