Clinical Labs of Hawaii

Clinical Labs. What can one say about this business? They are a specimen testing business which you are sent to by your Doctor or Employer for blood or urine testing. Although they have a number of labs around Maui, this review is specifically for the Wailuku Maui Medical Group branch.
These guys have been here forever. Located on the 2^nd floor of the Maui Medical Group, it’s a small little room with 2 chairs inside for blood draws. Sometimes, if you see a Physician at MMG, they will refer you to Clinical Labs to have your blood pulled and tested. The process should be convenient, but its not. This is mainly due to the fact that the employees here don’t have any customer service skills and seem to be inconvenienced by your presence.
I get it. When you deal with a large amount of people on a daily basis, attitudes can make you frustrated and impatient. I get that way too! But, the employees here always seem to do the least amount of work possible, which includes checking to see if Clinical Lab forms are available for people who either didn’t receive one to bring with them from their Physician or misplaced these forms.
I was told everything is electronic in their database now, which is why I was surprised that they couldn’t find one of THEIR forms on THEIR database. I was told that instead of being able to find the form, I would have to return after seeing my Physician for the form. The girl at the window made such a half-​hearted attempt to look, actually acting as if she was searching through the tub of papers and then looking at the computer for about 1 minute, if that, then telling me she couldn’t find the form.
When I do searches on my computer for forms, if I can’t find one, I usually do a search for words linked to the form. I’ve been successful 9 times out of 10 that way and can find forms that were filed incorrectly or differently from how you think they would be stored. Being that everything now is electronic, that would be a good way of searching. Not done in this case, however, as I didn’t even see her type anything in, which indicated to me she wasn’t searching the computer for files associated with the form I needed.
This is not the only time I’ve experienced bad service here. It seems that you have to wait an unnecessary amount of time when you’re there, although sometimes when you go, there is no one in the room being tested or other patients waiting. I get they want to catch up, but when you have to wait an average of 20 minutes each time, somethings wrong. I can only say, in their defense, that they may be playing catch up to ensure the samples are given to the couriers when they arrive. Understood. However, this seems to be a common practice of making patients wait longer than normal, which is not a good business practice in my eyes, since I’ve gone to several of their other locations and have not had to wait half the time I do there.
Either their practices are ancient and need to be re-​evaluated, their equipment is outdated or the people there are overwhelmed. Whichever it is, apparently Customer Service is not on the top of their list there, as they may see themselves as providing a necessary service and not one of customer satisfaction.
Sad to say, whenever I’m sent to Clinical Labs, I purposely go to another location, because I would rather drive a few minutes away, search for parking and then go somewhere where I’m not made to feel like an inconvenience, rather than walk downstairs, be greeted by an overwhelmed employee and made to wait longer than my expected life tendency!
Clinical Labs Bosses, please evaluate your staffing and/​or system at this location, as it is horrendous!