Business ProfileforLifeLabs

We operate an HIV prevention service (among other healthcare services). We contacted LifeLabs to update our clinic address to ensure lab results are properly sent to our new address and that our medical providers' information in the LL system is correct. It's been more than 4 weeks, and while the address was updated (2 weeks after the estimated turnaround time received from LL), we are still missing hundreds of lab results. They have no proper escalation channels and can not provide a consistent resolution — answers and timelines change depending on who we talk to; there's no central point of contact; anytime we've found someone to help resolve this, they're suddenly OOO with no heads up. This is completely unacceptable behaviour for a large healthcare vendor in Ontario. So many patients and clinics rely on their service, and LL doesn't seem to act with the professionalism and integrity required to deliver safe and high-quality healthcare. This borders on negligence of care and directly puts our patients at risk (especially considering the patient population we serve). This is shameful and I would expect some strict consequences for behaviour like this in the healthcare industry.