LIFELABS - North York, Ontario ON M4A 2S8 (Victoria Terrace)

Appointment | by Ingrid Hill on Jan 31, 2022

My first visit a few months ago was very pleasant. Now that I am trying to make an appointment no one would pick up the phone. It cannot be that busy as I phone not only during the day but at 11pm, midnight, 3am in the morning and no one answers. I am 78 and do not know anything about on line appointments. I need help.

Bad Customer Service | by Snigdha Biswas on Apr 09, 2021

I had booked appt for 1:40pm online for my 87yr old wheelchair bound father as this was the earliest appt available. Since his dr's appt was 11:30pm and he completed xray on same floor by 12:20pm. I requested the lab to give me urine container as he had to urinate and after the xray and as it was requested on requisition anyways. The receptionist was very rudely denied but after I explained my father is old and cannot produce urine again during his appt she slammed the container in front of me. After collecting urine and talking to others in the line who did not schedule appt (were walk ins) I requested if my father can also be accommodated earlier. The screener at the door was extremely rude and kept questioning why I had arrived an hour earlier, which i continued explaining that his Dr appt was 11:30am and we had all intentions of waiting but since walk in client without appt were being let in, if she could consider accommodating my father. This staff became very irrate and told me not to question lab's policy, which i was not doing at all, just requesting for accommodation. Finally she did let my father in and continued telling me I should not have arrived an hour early. The registration technician and phlebotomists were very nice, but unfortunately the screener at the door requires to learn some customer services skills. There are many other labs I could have taken my father to but I chose this lab due to location at same building as his doctor. In understand these are difficult times, especially for elderlies who are scared to step out of their doors and then to receive bad behaviour such as above is extremely disappointing. I hope someone has a discussion with the screening staff about customer service skills. Walk in clients were being let in but scheduled clients were repremanded for coming early...this way nobody will schedule appt and just walk in and wait to get service faster.