I don't have lab work done very often and I hadn't been to Legacy for testing in a while, so having Labcorp in the Legacy office was new to me. And this is the first problem. The kiosks are to the left and back from the main reception desk, so despite the signage over the kiosks, your natural tendancy is to go to the reception desk. All the time I was in the waiting area as new people came in, the Labcorp greeter had to come forward and try to block them from going to the reception desk. Yeah, Labcorp needs a separate entrance and better signage outside the room.
The intake coordinator had to rescan my medical card because the kiosk scanner does a very poor job reading in the info.
They couldn't find my lab order which my doctor's office had sent a month earlier. There is no way of knowing if the problem was at my doctor's end or at Labcorp. I had my doctor resend (fax) the order. It still never showed up at Labcorp. I then had my doctor send the order to me via MyChart.
This is where things start going wrong. I had the order on my phone but there was no printer available for clients to use. So I had to forward the document as an attachment in an e-mail message. We tried several times, but the email address Labcorp supplied was rejected ("no such user" was the response).
I went home, printed the lab order, and came back. They processed me immediately and very efficiently (though 2 hours after I had first arrived).
Thinking that Labcorp needs to doublecheck the email address and either fix it or update the instructions they supply their intake coordinator, I sent a support request email. The response was "We don't see any electronic orders in your account." Wow. Less than helpful.
Perhaps I'm in a fantasy world, but I would hope that such a customer support request would at least trigger a test of the email address which I had told them didn't work. Maybe test their fax to scanned document tech to make sure it is working as expected. I had never used Labcorp before so I wouldn't have an account when the fax arrived. Is this an issue?
The intake coordinator did her best and tried to work the problem, but when it comes down to it, if there is no order in the system, there just isn't much she can do other than request me to have my doctor resend the request (which we tried but it didn't work). read more