Client Review on Quest Diagnostics Framingham

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I am disappointed and concerned with the quality, safety, and customer service provided at this site. I'm even more concerned because I've been told this Quest site is the only one that is contracted to serve Veterans in the area. I and other Veterans seem to be very limited to options - this site or drive to Jamaica Plain for labs. In my 2 visits over the last 6 months, I've experienced rude, unapologetic customer service. Today was definitely the worst encounter. Both visits, I found the door locked with no sign to indicate they were closed and no posted number to call to ask. Despite banging on the door, no one comes right away. In my first visits, 3 customers and I were waiting for 30 minutes before anyone came to the door (they were in the back). Today the door was locked again. The staff in the back finally asked a customer to open the door. No apology from staff - she only blamed the last customer who must have locked the door. Not good service. Today I also witnessed NO hand hygiene prior to drawing my blood. The staff went from the computer/admin area to drawing my blood. I witnessed another staff member handling full specimen containers (blood) wear the same gloves from the specimens to the admin area and grab a pen to give to me with the same gloves. When I asked her if I could have a clean pen and explained the transmission from the dirty area to the pen, she told me that "everything was contaminated" back there. Beware. Don't be afraid to ask them to clean their hands in front of you!The positive was a quick response from the supervisor over this site after I left a vm. She has planned a doorbell or sign with a number outside so patients can better alert staff that they are unable to enter. She also stated she would provide additional training regarding infection prevention and control measures, and discuss customer service principles with the staff. I'm cautiously optimistic given the long history of similar reviews. Ideally, these concerns are taken seriously and remedied.