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Lake Serene Clinic-Walk In: Webb Joshua M

Lake Serene Clinic-Walk In: Webb Joshua M

Clinic
1 review

Rate Lake Serene Clinic-Walk In: Webb Joshua M

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Ratings for Lake Serene Clinic-Walk In: Webb Joshua M

4
Cleanliness
1
Facilities
1
Services
2
Value

Dear Josh (Owner); Since your 17 year old receptionist decided that you were too busy at 4pm today to talk to, or to call back a 16 year customer of your business, I am writing to you here. I started going to Lake Serene Clinic (LSC) because of Greg Linde. Greg was great and even charged me less, because I was uninsured at the time, I am still grateful for this unselfish gesture and charity. Over time, I have made Andrea Friesen my primary care specialist and she has also been wonderful, as has the owner Josh. However, starting about 5-7 years ago, there was a period of every other blood draw, of it not getting it done right the first time, and it having to get redone. I overlooked this, even though my insurer and I had to pay the cost of both the labs and no offer was made to compensate me, even though it was their mistake. I overlooked this, as it only cost me time and about $15, as I have stated, they didn't charge me for things in the past. Eventually I did get annoyed after showing up for the review of the lab and being told it had to be redone, so I started mentioning it to the assistants there, to please make sure that that they test the blood for everything, as there had been mistakes made in the past. Surprisingly, and even though I asked nicely, the assistants there would get defensive, and even an attitude telling me that it wasn't their fault, and that it must have been the labs' (Mind you I don't get to pick which lab they send it to). Regardless of whose fault it was, I would ask them to make sure it didn't happen again, as it inconvenienced me, and cost me money. This double billing has stopped since, and everything has been great, until this year when I came in for my annual blood draw for my checkup. Though I showed up before they opened, there were others in front of me, and I would have to wait in line. I mentioned about 9:40, seeing as little progress had been made and I had later plans and was fasting and starting to get hungry, that if they were too busy (They had mentioned that they were short-staffed and training) I could come back another day, and it was no big deal. The receptionist responded that it would only be a short while longer and that I should wait. Finally, about 10:30 I was called back, but the newer person was unable to draw my blood, so the more senior assistant would have to, as my veins were too shallow. So the other employee comes in the room, briefly starts to take the draw then is called into the hallway by another employee, leaving the door open so I could clearly hear their conversation. "There's only one of me here!" Then shouted; “I can't be two places at once!" they continued. So I was abandoned in the room with the door wide open, and the also abandoned blood draw equipment sitting next to me. It’s now been two hours since I came in and I am starting to feel like a hassle rather than a valued long-term customer, and from my fasting am staring to get hangry, with the ac-complimenting shaking and discomfort. Rather than freaking out and saying something I would regret, I decided that I wasn't going to be a victim and I would just leave without saying anything, go eat, and comeback another day. I came in the next day, saw the same receptionist, was ushered back promptly, and got my blood draw quickly, and without drama. However, my nurse insisted on seeing me again in 90 days, so to avoid the long wait of previous visits, I get there before anyone else. 20 minutes after I check in, the obviously green but yet false cocky 23-something assistant asks me which arm I preferred to get the blood drawn from, I tell him the right arm (As I have a pinched nerve which limits the blood flow in my left). "Well...uh...” he stammers for a moment, "I'm going to do the left one". He proceeds, after much effort, to get no blood out of it, and then puts on basically a tourniquet, wrapping the tape multiple times around my arm way too tightly, in order to staunch the non-existent blood flow, instead of just using a one inch strip like everyone else does. He then belatedly tries the right arm briefly, with much more success though not quite enough, and promptly gives up to go and get the other person. The other person comes in and upon seeing the big tourniquets around both elbows laughs at the rookie's handiwork. He then proceeds to lecture me to drink enough water before I come in, even after I mention that I drank plenty, and that I know so, because my urine is clear. He is able to get a good draw, after a bit of time and effort out of the left arm, and I am again reminded to drink enough water before my next draw. During this time he mentions that I, not my blood mind you, am thick and this makes it harder for them to draw my blood. I retort that I often have blood draws done elsewhere, including at Swedish in Edmonds, and that it is a simple and quick process lacking in drama, so perhaps the issue is with their equipment, I tactfully didn't mention their staff as everyone is new. The suggestion failed to register upon him instead he returned back to lecturing me on drinking enough water, and perhaps turning the heat up before I come in. After a total of 40 minutes I was done. Yet the story continues. A few hours later I get a call from him stating that I will have to come in for another draw, as the sample that they had failed to clot and to congeal as necessary. He then asked me, even though my file is right in front of him, if I take any blood thinners. I state that I don’t but that I am on two medicines for hyper-tension proscribed by them. He then restates the problem and asks me again if I’m sure that I don’t take blood thinners and again I tell him no, again, I feel like a hassle rather than a customer and he reminds me again to make sure that I drink enough water before I come in. After talking with him, I started to get angry, as both the last two times I had gotten blood draws I had to come again, and the overall history previously of having to get them done twice with them. I decided to just sleep on the problem, and maybe to come in the next day. The next day I received a message from Katrina at the clinic, stating that they didn’t get enough blood to do the sample from the draw, even though mind you I did ask specifically if they had enough when I was there, and that I would have to come in again. I called them back and asked the young receptionist if Josh (The owner) was there and I was told that he was. I asked if I could speak with him and she replied no, but that she would take a message. As I relayed my admittedly upset message to her, she cut me off halfway through saying “Okay, I’ll tell him”. I then told her that I wasn’t through and if she was not going to relay my full message then to put him on the phone. Later I get a call back from Katrina apologizing for the problem, but insisting that it wasn’t their fault and that my sample had congealed and clotted too early. I mentioned the seeming inconsistency between the two stories; Keith had told me the blood was too thin and failed to congeal, and that they had left it out extra time, while she was seemingly telling me the opposite now, and before that there wasn’t enough left to test. I mentioned that I felt the clinic’s staff lacked a customer service orientation, and she disagreed with me, and asked why I felt that way. During our conversation I mentioned some of the earlier problems I had had with their performance on blood draws, and specifically how I was treated on the previous one, with the drama of “There’s only one me working” and that I felt like I was a hassle to them, rather than a customer, with the constant statements about how thick my blood is, and the steps I need to do next time. This includes the constantly new staff giving up after an initial failure and getting Keith or another veteran staff member to do the draw for them. It is noticeable and telling that they never return with Keith in order to be instructed and learn how to do a “difficult” blood draw. I can only surmise by this and the constant staff turnover that it doesn’t matter to them as they won’t be around long enough to make it worth their time, and besides, I am the problem anyways. While she apologized that I felt that way, there was zero admission and no recognition that employees should maintain a professional demeanor at all times, and if they cannot should not leave doors open or be within earshot of clients during those times. She then continued to insist that they had done nothing wrong during my last visit, and that the three seemingly different versions I had heard were consistent, and they might well be. However, I told her that if simple blood draws were no longer within LSC’s core competency, then to please allow me to do them at Swedish Edmonds, where no mention of my blood being too thick is ever made, and no drama and double billing ever occurs. To my satisfaction, she agreed to send the order into Swedish, and I went promptly down there, with no appointment mind you, and got the draw done within two minutes, and after a wait of maybe 10 minutes, as there were three people in front of me. The staff there was friendly and professional, there were no lectures on why drawing my blood was a hassle to them, and there were no dramatic monologues resulting from employees’ being overtaxed and green. I will continue to go to LSC through the end of the year, as they are listed as my primary care provider with my insurance. However, I did receive a referral from Swedish of a general practitioner closer to my home, that will not find doing a simple blood draw a huge hassle that requires multiple visits, as they also have an in-house lab. LSC’s LNP’s do a wonderful job and I have a ton of loyalty and trust in them, however, the blame starts at the top for the poor-to-non-existent customer service skills of the entire staff. In their defense, the job market is booming, I get that in most industries the employee is more important than the customer right now, especially at LSC as they are always slammed busy, and have constant staff turnover. If they are not careful though from reading other reviews, the new staff’s self-importance, it’s ridiculous that I cannot talk to the owner of a small business after almost 20 years of patronage, and that what I tell them goes in one ear and out the other so that I am constantly answering the same questions, that they will kill the goose that has laid the golden eggs, and people will go elsewhere. Sincerely, Adam Ross

flag | Submitted August 26, 2016

Doctors at Lake Serene Clinic-Walk In: Webb Joshua M

Dr. Joshua Webb

Dr. Joshua Webb

1 review

Latest Rating

He is a ARNP which I do not know what it means and would like more info on this doctor. He isa young doctor and I like him, but according to the rating for the clini... Read more


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