The Doctor's Laboratory Ltd Avis 30

I was issued an incorrect invoice for services I never received nor myDr. Has requested one!!!
This is the second time!!
This raises serious concerns about their billing and handling of personal data. I have disputed the invoice, requested my file be closed, and my data removed. I advise others to verify any charges and ensure their information is managed responsibly.

Why do I have to request urea in order to be provided with the creatinine and eGFR results, even though I have requested electrylytes?

I had blood tests done (via one of their partners) and was told 14 working days. It came back in four working days! I was very stressed about it so was very grateful for the quick turnaround

Problem is….you have a small vial which you are expected to top up with blood. You are given 3 stabbing devices ( that sting) and produce a pinprick of blood. On the website they make it look easy…’milk the finger until you have the required amount’. In practice it is near impossible. After buying the product and eventually binning it, I researched the reviews. It’s clear that many users report the same problem and it is a real shame the company just presses on with a faulty product.

Avoid! The pathology services are excessively expensive. They suggested a “second opinion” when none was necessary. In any case, what did I pay for when they first examined the sample?

1. Why are private surgeons using this lab when it has such a low rating?

2. Why are regulators not investigating their service when it has such a bad track record with its customers?

Their response of concern below is either incompetent or disingenuous. I wrote an email to them weeks earlier to explain themselves but I’ve had no response.

My husband ordered the Capillary testing kit for a PSA . Absolutely ridiculous piece of kit. Three lancets provided to obtain at least 2mls blood from a fingerprick !! Not possible and I say this as a qualified nurse. Complete waste of money..... don't bother, visit your GP surgery instead!

I would give zero stars if I could. They lost my test, despite it being tracked and delivered. Appalling! Awful customer service, so don’t even bother trying.

If they can’t get the admin right I certainly wouldn’t trust them with important test results!!

I had a query and issues and I initially spoke to someone who was unhelpful and told me different information to other members of staff the previous day. I asked to be transferred because I was not getting straight answers and was passed to Marlon. Marlon was absolutely wonderful to speak to and was friendly, extremely knowledgeable and when something didn't work, he found a resolution. He is a credit to the company and he turned my day around. Thank you! I would also say they are the only company that you can privately seemingly get same day bloods in the North West. You need a referral though. We had a mobile phlebotomist help with the blood draw and the sample drop off at the lab was straightforward and is availabile 24/7. I did also speak to a couple of different members of staff with initial enquiries and to resolve my results not arriving (my clinic had put a typo on their email on the referral). Lots of pleasant encounters all round but it was Marlon the prompted me to write this review being an absolute gem.

Horrific Experience – Negligent and Traumatizing Service

I was referred to The Doctors Laboratory by our paediatric specialist for urgent blood, urine, and stool samples for my daughter. My daughter is extremely fearful of blood tests, having fainted the last time due to sheer panic. We drove over an hour and 20 minutes to get to this place, and I deeply regret not reading the reviews beforehand.

From the moment we arrived, the lack of care was evident. We weren’t welcomed or reassured. Instead, we were ushered into a room by two phlebotomists, Shawn and Paulette, who displayed a shocking lack of empathy and professionalism. I explained that my daughter was highly anxious and requested the use of a numbing spray to help ease her fear and discomfort. They completely ignored this request.

Without any effort to calm or comfort her, they instructed me to hold my daughter in a restraining position, akin to a taekwondo lock. As I was struggling to comfort her while holding her still, they inserted the needle into her arm without anesthetic or warning. My daughter was crying, shivering, and visibly terrified, yet they showed no compassion or effort to make her feel at ease. Their idea of consolation was handing her a sticker, as though that could undo the trauma they had caused.

To make matters worse, after we left the clinic, one of the phlebotomists came running after me down the street to demand I return. Apparently, they needed me to transfer the stool sample into another container, something they had failed to do properly themselves, and something which apparently they are meant to carry out. This incompetence, as I was informed, came after I consulted their manager, Gabriela. Begrudgingly, I complied and completed the task. To add insult to injury, they then instructed me to dispose of the remaining sample myself. I refused, firmly stating that proper disposal was their responsibility—not mine.

The entire experience was appalling, unprofessional, and traumatic for both my daughter and me. The complete disregard for basic care, empathy, and competence left me horrified. This place operates more like a cattle market than a medical facility. The staff lack the most fundamental decency and treat people, including terrified children, like animals.

I would strongly advise anyone to avoid this place at all costs. The trauma inflicted on my daughter is something I will never forget, and no one else should have to endure such negligence and mistreatment.

Terrible service.. their systems are all over the place, phoning me saying you have debt as your insurance company has not fully paid. I never had any correspondence from TDL, no proof of delivery of any letter, no email, nor any correspondence from AXA.

I have given doctors laboratory my Bupa reference and account number for a £100 blood test I even called Bupa to confirm this. .I thought it was over and guess what I am still being chased for this can someone help me ???????)

Terrible experience, I paid cash for a test, was taken to reception by a member of staff paid and then get an invoice, threatening letters and voice messages, I’ve now been forced to pay twice, will never come back here

Company is unreliable.
Couriers are always 2 hours late.
Reception staff always hangs up when asked for an update on the courier.
Reception staff always bad mannered and unprofessional.
I was told my courier was going to be 10 minutes, then when I called back 1 hour later they said they had never said 10 minutes. The courier ended up showing at 21:00 when it had been booked for 16:30.
What a joke!

Where do I start, took the wrong bloods, then not enough, confirmed stool sample received then apparently they hadn’t received it, then lost a further two samples. I now have endless invoices for additional blood handling fees ( they are still charging me despite admitting they hadn’t taken enough blood and me having to get it done at my local hospital) not really sure where I go from here? Friendly gentlemen in credit control but I have to keep chasing him too.
Please do not use these people because for ‘medical professionals’ they are a bunch of jokers!

As I felt it will be…Wrong test result. I’m not believe If they done at all the test.

I received the results after 5 working days - which is way slower than the NHS. Also, the 'narrative' provided for the urine-culture makes no sense, as a urologist confirmed to me: they wrote about a "heavy growth of at least three organisms". The level of vagueness is weird. Never read weirder urine results in all my entire life.

As a medical doctor, I have been working with TDL for more than two years now and my experience has been consistently excellent. It goes without saying that the lab is state-of-the-art, and the team are always efficient, responsive and going the extra mile. On this occasion, I'd like to thank in particular Dr Lisa Levett and Tasmin Rahman for making sure that a challenging weekend operation went swimmingly! Customer service second to none.

To Jackie... thanks so much for your kindness.
This agent helped me even besides she did not have to. She was kind, understanble and did her best to help me all the way. I would always be grateful for your support. I wish I could come across with more people like her.
Always grateful!

Complete shambles. Really bad customer service and poor communication. No one knows what they are doing. Emailed them for a quote based on what my doctor had requested. They sent the prices back, around £2k in total. Found most of the tests cheaper elsewhere. Highly recommend Nuffield Health and Medichecks. Some of the tests I couldn’t find anywhere else so I emailed again to ask how to ‘book’. I was told it’s a walk-in clinic but they must have a referral letter from my doctor. Sent in the referral, no reply. Called Patient Reception but kept getting through to the laboratory. They said I have to call Reception and gave me the number to call. It was the same number I had been calling!! Apparently it transfers to them when Reception is busy. They said keep trying but I just kept getting re-routed to the same person! In the end she took my number and enquired with Reception on my behalf. I wanted to know if they had received the referral so I could make the journey there as I don’t live locally! Anyway, I get there and the nurses say they’ve never heard of half of the tests in my referral and it’s going to cost loads more. Said they are not prepared to call my doctor to clarify the tests and didn’t have a clue about costs. I had to Google the tests and tell them what they were. Then they said to go to the payment counter to find out the costs. So I queue up there, only to be told they don’t know! So then they tell me to go back to Reception! And everyone’s telling me just go get the bloods done and sort out the payment later by invoice. That’s all very well, but how do I know what I’m letting myself in for??? So then finally someone confirms it’s just one extra cost at £25 extra. Ok I said, because by this time they had already told me they close at 1pm and they would be going home, whether I was still there or not. So I go in to have my bloods, the girl said my blood stopped. Asked me if I had drank plenty of water. Yes I had. She said she would get me some more water. She never came back. Later I see she’s got changed and is heading out to go home. So then I’m sitting there not having a clue what’s going on and luckily a lovely nurse persevered with my veins and managed to get the blood after I cried! So then we go home and await the invoices. Bear in mind my partner had the exact same tests as me. His are way more expensive than mine?? And both are more expensive than the original quote! So I email finance department. They do not answer my question, how comes we had the exact same tests on the same day and both are different prices??? We still have not received the results and they are sending letters from the credit department asking for payment, despite me asking for clarifications! Absolutely useless

very difficult to obtain results and even more difficult to get your money back when you have overpaid them.
Stay away from them