Dear Claudienne,

I am a senior citizen who, for the past several years, has been having blood tests done at Biomedical Laboratories, mainly at the Constant Spring Road location. The service at that branch has generally been efficient. However, my two most recent visits to Biomedical were torturous, causing me grave inconvenience and significant cost.

On June 18, 2025, I went to the Biomedical laboratory at the Winchester Business Centre to do executive profile and thyroid blood tests. The ‘prescription’ for the executive profile was written by my general practitioner, while the prescription for the thyroid test was from my endocrinologist.

The phlebotomist at the Winchester location took the prescription from the endocrinologist, documented my name, highlighted the three thyroid tests required, and wrote a number in the top right-hand corner of the form. She then consulted with a colleague and concluded that the thyroid tests were also included in the executive profile. She, therefore, returned the endocrinologist’s ‘prescription’ to me, advising that it was unnecessary, as the laboratory would submit a copy of the executive profile results to the endocrinologist so he could access the thyroid test results from that.

Much to my surprise, when I later received a copy of the executive profile results by e-mail, I realised that although results were included for the TSH and T4 thyroid functions, there was none for the T3. Please note that the endocrinologist’s ‘prescription’, which the phlebotomist had examined, clearly required three thyroid function tests: TSH, T4, and T3.

I tried calling the Winchester office to report the omission, but the line only played a recorded message. On Thursday, July 17, I went to the office in person and was informed by the officer on duty that the phlebotomist who had processed my request on June 18 had made an error. She explained that the executive profile test done by the company does not include the T3 function. What should have been done was that the ‘prescription’ from the endocrinologist ought to have been stapled to the one from the general practitioner.

I was also told that in order to get the T3 test I would need to have another blood sample drawn. I asked if this could be arranged at the Constant Spring Road branch, which is closer to my home, and was told that it could be.

Based on this, I went to the Constant Spring office in July and was advised that I had to pay again for the thyroid tests, even though I had already paid for them as part of the executive profile. The quoted additional cost was $6,850. Please note that I had already paid over $20,000 for the executive profile, which I had been told included all three thyroid function tests.

To compound the issue, the computer system at Constant Spring was down when I visited, so my health insurance coverage could not be applied. I was forced to pay the full amount by credit card.

Upon request, I was given a claim form for the insurance company. However, when I queried the absence of a legible company stamp, I was shown a barely visible impression on the document, which even the receptionist admitted she could not clearly discern. When I insisted that Sagicor would not accept the form without a clear stamp, the phlebotomist dismissed my concerns, saying she had stamped forms like this for other customers without problems. She then left me standing in the lobby, with my situation unresolved. It was only after the receptionist intervened, applying ink to the stamp pad, that a legible impression was finally produced on my claim form.

While speaking with the phlebotomist, I also asked if the test results could be expedited to ensure they reached the endocrinologist in time for my appointment on Tuesday, July 29. She replied that though results are usually ready within 3–5 working days, there could be no guarantee they would reach the doctor by that date. Please note that appointments with my endocrinologist are at six-month intervals, a fact I had already mentioned.

As you can see, the entire customer experience reeked of inefficiency, a lack of respect for the client, and a disregard for my rights as a consumer.

The difficulties I suffered in this matter are as follows:

The negligence of the phlebotomist at the Winchester laboratory in not knowing that the executive profile done by the company does not include the T3 thyroid function test.

The fact that I was charged twice for a test because of this negligence.

The fact that I was given a claim form with an illegible company stamp to present to my insurance company.

The inconvenience of having to make repeated journeys to deal with the matter.

I am hopeful there can be an amicable solution to this issue.

HR

Dear HR,

When
Tell Claudienne informed Biomedical/Caledonia Medical Limited of your concerns, the acting laboratory director sent the following response:

“Thank you for reaching out regarding a concern raised by one of our clients.

We sincerely apologise for the delay she experienced and any inconvenience this may have caused. Please be assured that Biomedical/Caledonia Medical Laboratory remains committed to resolving this matter promptly and professionally.

In adherence to the Data Protection Act, we are unable to share specific details regarding our client. However, we have contacted her directly and provided a full explanation of the process.

We appreciate the opportunity to address this matter and reaffirm our commitment to delivering reliable service while upholding our responsibilities to all patients.

Should you require any further information, please do not hesitate to contact me directly.”

We wish you all the best.

Have a problem with a store, utility, or company? Call 876-936-9436 or WhatsApp 876-484-1349, or write to: Tell Claudienne, c/o Sunday Finance, Jamaica Observer, 40–42½ Beechwood Avenue, Kingston 5. You may also e-mail edwardsc@jamaicaobserver.com. Please include a contact phone number.