Raleigh Radiology review: Very poor service

Patient Experience
I recently had a thyroid ultrasound that determined a fine needle aspiration (FNA) was required. I visited the Blue Ridge location to schedule the procedure, but the appointment was incorrectly entered as a breast FNA instead of a thyroid FNA.
When I called to have the scheduling error corrected, the representative who answered, Joey, was dismissive and appeared more focused on shifting responsibility to my primary care provider's order rather than addressing the issue. During the conversation, I felt that my concerns were not being heard and was even threatened with having the call disconnected. The error originated during scheduling at Raleigh Radiology, yet there was little effort to acknowledge or resolve it professionally.
This experience was frustrating and concerning, especially when patients rely on accurate scheduling and clear communication for important diagnostic procedures.
Practice Manager Perspective
In my role as a Practice Manager, I have observed several ongoing operational concerns:

1. Referral and Order Submission Process
- Submitting orders can be extremely challenging.
- The online ordering system is often unreliable or nonfunctional.
- Faxed orders frequently remain in scheduling queues, resulting in delays in patient care and appointment scheduling.
2. Communication of Results
- Diagnostic reports are not consistently delivered to referring providers in a timely manner.
- In some cases, reports are significantly delayed or are not received at all.
- These communication gaps create unnecessary follow-up work for provider offices and may negatively impact continuity of patient care.
Improving scheduling accuracy, order management workflows, and report distribution processes would significantly enhance both the patient experience and referring provider satisfaction.

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