Kim Dewey

Review of CoOportunity Health

Location was easy to find. However, I am disappoi...

Location was easy to find. However, I am disappointed and frustrated with this West Des Moines office. It took me calling three times over a week-long period - two of which I left voicemails - to schedule a time for lab work and urine testing for my life insurance quote. The technician indicated that there were issues with the voicemail not working properly - and that it was delivering messages several days after the fact.

When I finally could schedule a date/time, I was not advised of the process (such as bring an ID with you), nor was I asked to bring a list of my medications with me. I currently am prescribed twenty-one (yes, 21) medications a day. That does not include any supplements. The technician shared that there is only a place for up to eight (8) medications on the form and rather than listing any of my medications, indicated on the form that the list had been previously provided to NY Life (which was accurate). If I had known in advance what to expect, I would have been better prepared.

This ExamOne/Quest Diagnostic Office in West Des Moines, Iowa is a compliance/privacy officer s nightmare. I should know - I am a Compliance Director for a small company. Shortly before my scheduled appointment time, I walked in to the office, signed in per the instructions posted on the wall, and sat down. During the 10+ minutes in which I waited, I listened to the employees discuss first and last names of other clients, tests that had been ordered, as well as results. No eye contact was made or verbal acknowledgement was made of me upon entering the office or even being present until I spoke up upon hearing one employee beginning to discuss MY case with fellow co-workers. I loudly stated, "she is right here in the waiting room and has been for 10+ minutes." Only at that time was I acknowledged.

When it came to weighing me, the technician did not know how to use the scale correctly. I had to point out that there was a 20 lbs error.

Lastly, my arm is tremendously bruised due to the technician 'digging' to find the vein - despite being advised to use a different vein near the outside of the arm. I have chronic health conditions which require frequent lab work - which was disclosed to the technician. I know which veins work best. Then, the technician was unable to procure adequate blood from this "initial jab" and instead poured blood from one vial to another to avoid having to poke me again. I cannot imagine that is within protocol.

On the positive side, the technician did ask that I write my SSN down rather than provide it verbally in an open office. I appreciated that step. Additionally, the technician was friendly and I believe did her best to overcome the challenges. Unfortunately, she and her colleagues need immediate data privacy/HIPAA and customer service training.