DG
Posted
Your results took longer than anticipated.
Updated. I originally provided a one star review, however, I heard back directly from a lead in customer service and they seemed receptive to improving with what is a highly automated system. I still disagree that stated below that results were ready in 3 days...this was not the case. However, we talked about ways to improve the communication, as in my case, there were delays for additional verifications of results. I would say they were receptive and responded....that human interaction was worth gold. I hope changes can be made and more monitoring so customers can be more aware when delays occur. Original: Our results took much too long for a $200 fee. The email with the results took 2 weeks for a test that ought to be completed as stated in 3-5 days at the most. I am not sure this service is worth the cost....probably could sign up directly with a lab? Updated: The response below sounds good, but not true. All of the results were not available through the portal as stated, and I looked and downloaded every day. I ended up going to the doctors without the full results. There was no communication, if they needed to send to a secondary lab. I paid a premium but did not receive the results as stated by what they sold me. PS...this ADDED to the stress and was definitely not stress-free.
Response from Priority STD Testing· Dec 10, 2023
Thank you for reaching out to us. According to our records, all of the results in your panel came back within 3 days which were accessible via the patient portal in your order email. An additional confirmatory test not included in the 10-panel was automatically added by the lab and sent off to a specialty processing site which takes additional time to process. This test is used to rule out false-positives. Signing up with a lab for the same test would have yielded the same result time as the confirmatory test would have been run as well. We're sorry to hear your experience was not up to our expectations, kindly reach out to director of patient services so we can help you better: [email protected] Reply: We've double checked the HL7 logs and all results from the 10-panel were posted on 12/2, with the final update of the confirmatory test on 12/8. The typical turnaround time for the confirmatory test in question is 5 business days after the initial reporting of the 10-panel as stated in the order email, which reported out as expected. We apologize for any confusion and openly welcome advice on how to make this more clear to our patients. Our director of patient services will reach out to you privately to try and help rectify your concerns in more detail. Update: after communicating, we've discussed opportunities to make our process more clear for future patients. Thank you for choosing Priority, and for your invaluable feedback.