Quest Diagnostics

So… unless you have certain unusual… hmmm…let’s call them «preferences,» having to get your blood drawn is not usually a pleasant experience. I’m really not a fan of getting poked and prodded but on occasion, I’ve been ordered by a doctor to go get some blood work done. In Fresno, nearly every doctor I’ve had has sent me to the Quest Diagnostics of my choice.
Of course, Quest has a great appointment system (with appointments made online or by telephone), but that requires you to plan in advance. Usually, I get the order from my doctor and then forget until right before my next doctor appointment. That means no time to properly schedule an appointment, leaving me to wait in line with all the walk-​ins. Depending upon which location you visit and what time you go, you can end up as frustrated and tired of waiting as you would if you went to the DMV without an appointment.
I’ve been to this location on Herndon and West three times now. Each time, I’ve gone without an appointment, and each time, I’ve gone at slightly off hours (with peak hours being right before work, during the noon lunch hour, and right after most people get off work). I am sure if you go during peak hours, your experience will not likely be like mine.
This last time, I went in a few moments after 9am, and there were only three people in front of me. I had a timed test, so I had to sit for a while – but other than the time of the test, I was in and out like a bandit.
The staff was friendly. I really don’t care if I get a grumpy phlebotomist because I’m not there to make friends. But friendly is always a positive. What I care more about is the skill that my person demonstrates when sticking me with a sharp object to remove my blood. I tend to be a tough draw. I always warn the phlebotomist ahead of time. Usually, even with a warning, I end up getting stuck five to ten times before success is reached. Here, the average is about two times. This last time, they succeeded on the first try, and there was no residual bruising afterwards (also unheard of!).
In all, the place was clean, quiet, and the staff was efficient, skilled and polite. I didn’t have to wait forever – even without an appointment. What more could you want?

Understaffed and unfriendly. And as previously reviewed address is on N. West, not NW avenue.

First, the address. The address should be 7035 N West Avenue Suite 107, not «NW Ave».
I switched to this quest office because the office on First Street in Fresno had terrible customer service. When I went in several weeks ago to have my lab work done, the phlebotomist was outstanding. She was friendly and helpful and took time to explain everything to me. One of the tests required me to collect a sample over 24 hours. I was told that after collecting the sample, I need to return to the office and drop off the collection. When I arrived, I experienced the same problem that I found at the First Street. The unfriendly woman at the counter wanted me to sign in and sit down and wait. I explained to her that I was just dropping off my sample, but she didn’t want to hear it. When I told her that I didn’t have time to wait she simply shrugged. I couldn’t wait so I planned to return another day.
I returned twice shortly before closing time, which is posted at 4:00 pm. Both times the doors were locked before the posted closing time. On my fourth return, I came early afternoon. I told the receptionist that I was there to drop off a sample. This time I was told that I would have to wait at least 15 minutes before she could help me. I was quite displeased. It’s not that I mind waiting 15 minutes, that’s not really a long time. It’s that it is completely unnecessary. All of the information they need is already with the sample and their new computer system makes it quite easy to match the sample with the order. It just seems completely arbitrary to make patients wait unnecessarily.
There are really two issues. The first being that the phlebotomist and receptionist are not providing the same information to patients. The second, and frankly more troubling issue, is the lack of respect and courtesy I experienced and witnessed from the receptionist. It might be helpful if the employees working the counter recognized that this is a healthcare environment and as such they should provide a higher level customer service than one might find at the neighborhood 7-​Eleven.