Appointment Scheduling (2024)

Click 1 of the categories below, or use Search by keyword (above), to find answers to frequently asked questions.

Please be aware that when you visit one of our Quest Patient Service Centers:

• Scheduled appointments are strongly encouraged and will receive priority. Please arrive and check in 10 minutes before your appointment time. If you check in more than 10 minutes late for your appointment, you will be served as a walk-in.

• If you walk in, you will have to wait for the next available opening.

General Questions—Before Your Visit

What do I need to know before Iarrive at a Quest Patient Service Center?

Please be aware that when you visit a Quest Patient Service Center:

• If you walk in, you will have to wait for the next available opening.

What do I need to know for my visit?

Talk with your doctor about any special instructions before your visit. You will need your lab order, photo identification, and insurance card. If your doctor said they would send us the order electronically or by fax, there is no need to confirm that we have the order. If we do not have the order, we will call the doctor when you arrive at our Quest Patient Service Center.

Do you have special holiday hours?

To check holiday hours for a specific location, visit the Quest Location finder page. Enter the location address in the Search zip code, city or address field and select the location to display its hours of operation. Holiday hours vary by location.

Do you accept walk-ins?

Scheduled appointments are strongly encouraged and will receive priority. If you walk in, you will have to wait for the next available opening.

Do I need an appointment for sample drop-off?

No; however, appointments are strongly encouraged and will receive priority. If you walk in, you will have to wait for the next available opening. In addition, you will need to check in upon arrival and indicate that you are there to drop off a sample.

Notes:

• Remember to bring your insurance card and identification documents.

• Please make sure your name and date of birth are written on each sample.

Can someone else drop off a sample for me?

Yes, a personal representative may drop off your sample at any Quest Patient Service Center. Appointments (in your name)are strongly encouraged and will receive priority. If your personal representative walks in, they will have to wait for the next available opening. In addition, they will need to check in upon arrival and indicate that they are there to drop off a sample.

Notes:

• Remember to have your personal representative take your insurance card.

• Please make sure your name and date of birth are written on each sample.

Should I be fasting?

Fasting before a blood draw means you don’t eat or drink anything except water. If your test requires it, don't forget to fast for 8-12 hours before your appointment. If you’re not sure, contact your doctor's office. To learn more about how to prepare for your test, visit QuestDiagnostics.com/patients/get-tested/prepare/fasting for additional fasting information.

How long should I plan to be at a Quest Patient Service Center?

Wait times can vary by time of day and location, so it is recommended to schedule an appointment whenever possible. However, most patients are seen and served in under 20 minutes. If we need to clarify your test order by calling your doctor, it may take longer.

Can my son/daughter come without me?

All persons 17 years of age and under, who are not an emancipated minor, need to come with a parent or legal guardian over the age of 18.

Can someone watch my child for me while my sample is collected?

Childcare is not available and the waiting area is not attended.

Note: Some testing protocols, such as drug screenings or pre-employment screenings, have strict rules which do not allow children to accompany the patient during sample collection. If you have questions about your testing protocols, please contact your healthcare professional or employer for additional information.

What should I do for employment drug screening? Where can I go for information?

Appointments should be made for drug screening. To schedule an appointment visit the Quest Schedule Appointment page and schedule your appointment.

To check which locations you can go to for drug screening, visit the Quest Location finder page. Enter the location address in the Search zip code, city or address field and select the location. Select Services on the Location details page to see the tests offered at the location. Testing varies by location. You should contact your employer for drug screening results or additional information.

Note: Drug screening testing protocols often have strict rules which do not allow children to accompany the patient during sample collection. Quest Diagnostics does not provide childcare and the waiting area is not attended; if you bring your children, then also bring someone to watch them while you are in the room providing a sample.

What should I know about glucose tolerance testing?

For glucose tolerance testing, arrive at the Quest Patient Service Center fasting and plan on remaining at the facility for the duration of the testing. You will have to remain fasting for the entire testing period, which can take from 1 to 6 hours, depending on the testing your doctor ordered. Please contact your doctor if unsure of the test ordered or if you need further information regarding the test. To check a Quest Patient Service Center for hours, visit the Quest Location finder page. Enter the location address in the Search zip code, city or address field and select the location to display its hours of operation.

My doctor told me they would send over an order. Do you have it?

If your doctor said they would send us the order electronically or via fax, there is no need to confirm that we have the order. If we do not have the order, we will call the doctor to obtain it when you arrive at our Quest Patient Service Center. To prevent delays, be sure to visit our location during your doctor’s office hours or obtain a copy of your order from your doctor.

Why did my doctor order these specific tests?

Please consult with your doctor if you have any questions regarding why a test was ordered.

Quest Accounts

Why do Ineed a Quest Account?

When you have a Quest Account, you can do any of the following while logged in:

• Save and access your preferred Quest Patient Service Centers from any computer (or mobile device) when you need to make an appointment

• Have your demographic information automatically populate when scheduling appointments

• Review a list of your upcoming scheduled appointments

• Reschedule or cancel upcoming scheduled appointments without searching for them

• Preregister for upcoming appointments

• Pay any outstanding balances with online bill-pay

• Review and manage your lab results via the MyQuest® Patient Portal

Without having an account you can only schedule, preregister, update, or cancel appointments.

Can minors create a Quest Account?

Based on the Children's Online Privacy Protection Act of 1996 (COPPA), patients under 13 years of age cannot create a Quest Account. Minors 13 and over may create a Quest Account, but functionality is limited.

Is the information in my Quest Account secure?

We implement industry best practices, such as secure HTTPS encryption, to protect your information. We require a username and password to access your information, and after 30 minutes of inactivity, you are automatically logged out. Our servers comply with all regulatory rules associated with protecting health information.

Once I create a Quest Account, are there any additional steps to complete the process?

You will receive an email asking you to confirm your Quest Account. Just click on the link and a screen will appear stating that your account has been confirmed.

I have not received an email to confirm my Quest Account. What should I do?

First, check your spam filter—it may be preventing the email from reaching your inbox. If you still have not received the email, please contact us and provide us with the email address used to create the account and the approximate date and time when the registration process was completed.

How can I cancel my Quest Account?

You can cancel your Quest Account by contacting support and requesting that your account be closed. To do this, sign in to your Quest Account, locate the Contact Us link and then select Account Cancellation as your subject.

Please keep in mind that when you cancel your Quest Account, you are also canceling your MyQuest account. This means that you will no longer be able to use your MyQuest account to view lab results.

Scheduling Appointments

Why do Ineed to schedule an appointment?

Appointments are strongly encouraged and will receive priority. If you walk in, you will have to wait for the next available opening.

Can I make one appointment for multiple tests?

Yes, in most cases you only need one appointment. Just let your phlebotomist know that you have one or more healthcare provider-ordered tests and/or Quest-purchased tests.

Note: If a healthcare provider mailed or provided you with a collection kit, we may be able to collect your sample during your appointment. Ask your phlebotomist about it. If you have an in-home self-collection kit you purchased through Quest, you need to follow the included instructions to collect your sample and then return the in-home self-collection kit as directed.

Can I schedule a Quest Mobile™ appointment in my area?

Quest Mobile is available for many (but not all) tests and screenings in certain zip codes. When scheduling an appointment online, use your zip code (not city name) for best results. After entering your zip code, a Quest Mobile option will appear if it's available.

Can Ihave someone come to my house or place of business to collect a sample?

If you live in certain zip codes and the sample collection for your test can be done at home, you might be able to set up an appointment to have a technician come to your home or place of business to collect the sample. The technician will draw your labs and deliver them to Quest Diagnostics. Quest Diagnostics currently offers in-home appointments in a limited area through either Quest Mobile™ or Getlabs.

Note: In-home sample collection may include an additional cost. Please check with the service provider and your insurance company to determine coverage and out-of-pocket costs.

Quest Mobile™ in-home appointments

When you schedule your appointment for certain tests, if your testing type can be done at your home, you will see a message about in-home collections by Quest Mobile. Click Book Now to go to the Quest Mobile website and schedule an appointment. You can upload your lab order during the in-home collection scheduling process. If you do not have a copy of your lab order, please enter the name and phone number of your doctor or other healthcare provider and Quest Mobile will request your lab order. You can get additional information by visiting the Quest Mobile FAQ page.

Getlabs in-home appointments

When you schedule your appointment for certain tests, if your testing type can be done at your home or your place of business, you will see a message about in-home collections by Getlabs. Click Check Availability to find and schedule an appointment. You will need a copy of your lab order to set up a same-day or next-day appointment with Getlabs. If you do not have a lab order, Getlabs can contact your healthcare provider on your behalf to get a copy of it. Enter your healthcare provider's information when you schedule your appointment for an in-home collection. Getlabs will contact you to confirm your appointment and make sure they can complete the sample collection for your tests.

Click Learn More to find out more information about how Getlab's in-home sample collection process works. You can also get additional information by visiting the Getlabs FAQ page.

Where can I find out more information about getting my sample collected at home?

Note: In-home sample collection may include an additional cost. Please check with the service provider and your insurance company to determine coverage and out-of-pocket costs.

Quest Mobile™ in-home appointments

Getlabs in-home appointments

Click Learn More to find out more information about how Getlab's in-home sample collection process works. You can also get additional information by visiting the Getlabs FAQ page.

Do I need a copy of my lab order to schedule an appointment?

For Quest Patient Service Center (PSC) appointments:

• If your healthcare provider ordered a test for you and sent it to us electronically or by fax, we should have it. However, to prevent delays, visit one of our collection locations during their office hours to get a copy of your lab order. You can also get a copy of your lab order from your healthcare provider.

• If you purchased a test from Quest, bring your lab order number or a copy of your lab order details with you to the appointment.

For Quest Mobile™ in-home appointments:

Your healthcare provider will submit your lab order to Quest Diagnostics, or you can upload your lab order during the in-home collection scheduling process. If you do not have a copy of your lab order, please enter the name and phone number of your doctor or other healthcare provider and Quest Mobile will request your lab order.

For Getlabs in-home appointments:

You will need a copy of your lab order if you schedule a same-day or next-day appointment for an in-home collection with Getlabs. If you do not have a copy of your lab order, Getlabs can contact your healthcare provider on your behalf to get a copy of it. Enter your healthcare provider's information when you schedule your appointment for an in-home collection. in-home collections are limited to zip codes in the cities of Dallas and Fort Worth, Texas.

Can I create an appointment for a family member?

Yes you can. While scheduling an appointment, in the section that asks you "Who is coming in for this testing?" type your family member's information.

I scheduled an appointment for my child. Can my child go to the appointment without me?

Persons 17 years of age and under, who are not an emancipated minor, need to be accompanied by a parent or legal guardian over the age of 18.

Why do I need to indicate my reason for visiting? And how do Iknow which option to choose?

The type of testing offered at each Quest Patient Service Center can vary. By identifying your reason for the visit, we can provide you with a list of locations that offer the specific testing you need.

Each test type has an information icon (). Hover your mouse pointer over the icon (or tap it, if you are using a mobile device) to find out more information about the various testing options. Select the testing that seems most relevant; otherwise, select All Other Tests.

I purchased lab tests from Life Time®. How do I schedule an appointment?

You can schedule a visit at a Quest Patient Service Center by visiting the Quest Schedule Appointment page; otherwise, you can email Lifetimelabs@questdiagnostics.com to schedule testing at a participating Life Time club location.

If you schedule your appointment at a Quest Patient Service Center (using the link above), make sure to select Other when you are asked "Who is sending you for testing?" and All Other Tests when you are asked "What testing do you need?"

I purchased lab tests from Quest. How do I schedule an appointment?

You can schedule a visit at a Quest Patient Service Center by using our appointment scheduler. You can also use the links in the confirmation email that you received after purchasing your tests.

Note:If you schedule your appointment at a Quest Patient Service Center (using the link above), make sure to select Purchased a Test when asked about your reason for visiting.

Why can't I find the Quest Patient Service Center I normally use?

Not all Quest Patient Service Centers can accommodate all types of tests. Your favorite Quest Patient Service Center will not show up in the search results if it does not perform the testing your doctor or employer ordered.

I use the same Quest Patient Service Center each time Ineed a test. How can I make one preferred (or a favorite)?

Next time you find your frequently used Quest Patient Service Center in the search results, click the heart icon () to the right of it. This will make it your preferred (or favorite) patient service center. Your browser remembers it, so the next time you go to schedule an appointment, it will be marked as a preferred patient service center. Please note though, that if you clear your browser history, your preferred Quest Patient Service Center preference will be lost. To avoid losing your preferred patient service center when you clear your browser history, or have your preferred patient service center available from any computer (or mobile device) when you need to make an appointment, you can create a Quest Account. Logging in each time you schedule an appointment ensures that your preferred patient service center is always available.

I've scheduled an appointment. How do I reschedule or cancel it?

Visit the Quest Schedule Appointment page, where you can reschedule or cancel an appointment using any of the following methods:

• If you know the appointment confirmation code, select changeor cancel, enter the confirmation code, and then follow the prompts.

• If you don't know the appointment confirmation code, select change or cancel, and then select Forgot confirmation code. Type the email address or phone number used to create the appointment and select Send Details. You will receive 1 or more emails from Quest Diagnostics listing all of your upcoming appointments. Open the email from Quest and select Change or cancel your appointment for the appropriate appointment and then follow the prompts.

• If you are signed in, select View upcoming appointments, which opens the Appointments page in MyQuest, listing all of your upcoming appointments. Select the More Info (⋮) icon for the appropriate appointment and then select Modify or Cancel and follow the prompts.

Do you send out appointment reminders or notifications?

Yes, we can send you notifications about your appointment via text message, email, or both. You will receive a reminder notification one week before your appointment and another reminder notification the day before your appointment.

Note: By choosing text notifications, you agree to receive texts/calls, including by autodialed or prerecorded means, regarding this and future appointments, your account, or Quest Diagnostics services, at the number you provide. Consent is not a condition of purchasing any goods/services. Normal charges may apply. Additionally, you can opt out of text messages by typing STOP in reply to a text message from Quest or directly to 78378.

Personal information

Why do you need my personal information?

Having personal information such as your name, phone number, email address, and date of birth lets us hold your appointment for you. We may use your email address or phone number to provide you with confirmation of your appointment, reminder notifications, or notification if a Quest Patient Service Center has an unplanned closure. Also, the state of NJ may request additional personal information for public health reporting.

What happens with my personal information?

Each state has its own reporting requirements, and Quest may be required by law to send your results, including personal information you have provided, to a state department of health for public health reporting. For more information about how we use your information please see our Privacy page.

Why are you asking for personal information such as gender identity?

We have added an optional gender identity question to be more inclusive. Additionally, if gender identity is provided, it may enable faster results. Sharing personal information such as gender identity is up to you, and you have the option to select Choose not to disclose for this question.

Do I have to provide personal information such as race, ethnicity, gender identity, or sexual orientation?

No. Sharing personal information in these fields is usually optional, and where such personal information is a required field, you have the option to select Choose not to disclose for these questions.

Preregistration and Identity Verification

I received an email asking me to preregister for my appointment. Why do I have to verify my identity?

We want to protect your privacy and the integrity of your health information; therefore, it is important that we confirm that the personal information you enter matches the information provided by your physician on your lab order.

I received an email asking me to preregister for my appointment, but when I tried to verify my identity, it says I am locked out. What do I do now?

If you entered your personal information three times, and it doesn't match the information on the lab order, the system locks you out for a few minutes. Once the lock-out is released, you can try again. If you have entered all your personal information correctly, and can't get past identity verification, you can visit the Quest Schedule Appointment page to make an appointment. Please be aware that scheduled appointments are strongly encouraged and will receive priority. If you walk in, you will have to wait for the next available opening.

Tip: If your name includes spaces, you may want to try entering your name without the space. For example, MaryLou for Mary Lou or WanChai for Wan Chai.

Preregistration and Insurance

What is preregistration, and why do Iwant to do it?

Preregistration includes providing insurance and other additional information to help get you in and out faster. Having this information before your visit allows us to provide you with information about any out-of-pocket costs that you may be financially responsible for before you come in for your visit. It also lets us bill your insurance company for your lab testing, and it is one less thing for us to ask you about when you arrive at a Quest Patient Service Center for testing.

If you were unable to preregister ahead of time, and would like to do so, you may be able to complete the registration process if you arrive a few minutes early at a Quest Patient Service Center that has a Check-in kiosk. When you check in with your mobile number, you may be asked if you want to complete the registration process on your smartphone while you wait.

Why do you need my insurance information?

Providing your insurance information lets us bill your insurance company for your lab testing and helps us determine any out-of-pocket cost, before your visit, that you may be financially responsible for.

What do I do if I don’t know my insurance information or if I don't have my insurance card with me?

You can skip entering your insurance information at this time. Just make sure to bring your insurance card when you come in for your visit. Please note that if you do not bring your insurance card or have proof of insurance, you will be asked to pay for the lab test at the time of your visit (and before your lab test is collected).

What is QuestSelect™ and how do I know if I have it?

If your health insurance includes QuestSelect™ (formerly Lab Card®) as part of your benefits, your insurance card will indicate that QuestSelect™ is part of your plan, or you might have a separate QuestSelect™ card, as shown below:

What information do you need from my insurance card?

We need the name of your insurance company, the name of the primary insurance holder, the member ID number, and if applicable, your group number. You should be able to find the insurance company name, member ID, group number, and primary insurance holder on the front of your card.Click the image below to see an example of an insurance card.

How do Iknow if I am the primary insurance holder?

If you are the person who signed up for insurance coverage and you are the policy holder, then you are the primary insurance holder. If your spouse, partner, or parent has provided you with an insurance card, then you are not the primary insurance holder.

I am not the primary insurance holder. How do I know what my relationship to the primary insurance holder is?

When you are not the primary insurance holder, you need to indicate your relationship to the primary insurance holder with one of the following options:

• Spouse. If you are legally married to the primary insurance holder, use this option.

• Dependent. If you are a child (or have some other relationship to the primary insurance holder), use this option.

I’m not seeing my insurance plan as an option when I put in my insurance information. What should I do?

Our system might not recognize what you’ve entered, so you may want to try again. If you try again, and it still doesn't work, you can skip entering your insurance information. Make sure to bring your insurance card when you come in for testing.

Why does it say that I have an estimated out-of-pocket cost? Doesn’t my insurance cover lab testing?

Many insurance plans do not cover laboratory services at 100%. Patient responsibilities typically include copays, deductibles, coinsurance, and any testing services not covered by your plan. Your estimated out-of-pocket cost is the amount you are expected to owe, after insurance. If you did not provide insurance information during preregistration, the price that you see may be the amount that someone with no insurance coverage would owe.

General Questions—What to Expect During your Visit

What should Ibring to my appointment?

Please arrive and check in 10 minutes before your appointment time. If you check in more than 10 minutes late for your appointment, you will be served as a walk-in.

You should bring the following to your appointment:

• A lab order from your doctor. If your doctor did not give you a paper order, check with them to see if they sent it electronically.

• Photo identification listing your first name, last name, and date of birth (for example, a driver's license, government issued photo ID, Passport, or Green Card).

• Current health insurance information.

• Credit, debit, or health savings card. You will be asked to preauthorize payment for any balance due after your insurance is billed.

It’s important to also know if your test requires fasting the day before and/or morning of your appointment. Your healthcare provider should have indicated this on your lab order or during your visit. Learn more about fasting before a lab test.

Note:Childcare is not available and the waiting area is not attended. Some testing protocols, such as drug screenings or pre-employment screenings, have strict rules which do not allow children to accompany the patient during sample collection. If you have questions about your testing protocols, please contact your healthcare professional or employer for additional information.

How do I check in when I arrive?

Sign in using the Check-in kiosk, or if not available, sign the clipboard at the front desk. Please be prepared to present a valid photo ID and insurance information. Be sure to mark the reason for your visit when signing in.

What if I am running late and Imiss my appointment time?

If you check in more than 10 minutes late for your appointment, you will be served as a walk-in.

What if I have an outstanding bill?

A payment may be required at the time of service for all past due balances. Quest Diagnostics reserves the right to refuse laboratory services for failure to pay for past services.

Lab Results—After your Visit

How soon after my visit will my doctor receive my lab test results?

Turnaround times for test results can vary. If you have a MyQuest account, your test results will be delivered to your account as soon as they are available. This can take 2-5 business days from the time the sample is received, depending on your test.

You should always follow up with your doctor to discuss your results.

How soon can I expect to receive my lab test results?

Most tests are performed within a few days, but some complex testing can take longer to complete. Results delivery is based on how your tests were ordered or purchased.

• If your healthcare professional ordered your tests, your results are sent directly to your healthcare professional as soon as testing is complete. If you wish to receive a copy of your results, you can sign up for a MyQuest account and receive your results electronically or request that your results be delivered to you by mail, email, or fax while at a Quest Patient Service Center. Your request needs to be submitted in writing and any form requesting patient access can be used, but If you need a form, you can download a PDF copy of the Patient Request to Access or to Disclose Protected Health Information (PHI) (Access Form) in English or Spanish.

If you have a MyQuest account, your test results will be delivered to your account as soon as they are available. This is generally 2-5 business days from the time the sample is received, depending on your test. If you are waiting for lab results in CA, KY, MD, or PA, your lab results may be held for a period of time before they are released. This hold time is in place to comply with state-specific laws.

• If you purchased your own tests from Quest, your lab test results will be delivered to your account as soon as they are available. This is generally 2-5 business days from the time the sample is received, depending on your test. (Any result requiring prompt attention will be communicated to you by Licensed professionals from PWNHealth LLC and affiliated professional entities and sent directly to your account.) You will receive an email when they have been released.

• If you purchased your own tests through Life Time^®, your results will be sent to you and Life Time in an encrypted email within the next two weeks; please contact us at lifetimelabs@questdiagnostics.com if you have any questions.

• If your testing was purchased through your employer, please contact your employer for information on how to get your results.

Notes:

• Employment drug screening results are never available in MyQuest and will be communicated to you through your employer.

• To sign up for a MyQuest account and have your results sent to your mobile device or computer, visit the MyQuest home page.

How do I access my lab test results?

You can access your lab results using MyQuest or by consulting your doctor.

What do I do if I am missing results in my MyQuest account?

When this occurs, it is usually the result of incomplete, inconsistent, or inaccurate information being sent with the lab test. If the information does not exactly match the information in your MyQuest account, Quest Diagnostics will not be able to match your lab test result to your account.

It is important to make sure your personal information is exactly the same across all of your healthcare providers, including your primary care doctor, specialists, and Quest.

If you don’t receive your lab results 5 days after your sample was collected, log into your MyQuest account, visit the Lab Results page and click the Don’t see your results? link. Next, follow the instructions to request your lab results.

Billing—After your Visit

Will you accept a secondary insurance?

Yes. After entering your primary insurance information, select Yes to Would you like to use secondary insurance?, click Continue, and then enter your secondary insurance information on the page that appears.

Additional Resources (Do you still have questions?)

QuickReference Guides and Video Tutorials

Forgotten your username?

Retrieve your username video tutorial

Retrieve a forgotten username quick reference guide

Forgotten your password?

Reset your password video tutorial

Reset a forgotten password quick reference guide

Need help creating an account?

Creating a MyQuest account quick reference guide

How else can Iget help?

If you don't find the answers you are looking for in the FAQs, you can:

• Access Quest Chat. Quest Chat can answer many frequently asked questions about MyQuest and Appointment Scheduling. Quest Chat is accessible from the bottom of each page or by clicking the Contact Quest > Message Quest menu option. Once Quest Chat opens, just type your question.

• Send us a message. You can fill out 1 of the following forms that sends a message directly to our customer support representatives:

• For questions about MyQuest, access the Message Quest form. While filling out this form, please specify a Reason for Contact, as it helps us get the message to the right support team.

• For questions about Appointment Scheduling, access the Appointment Scheduling Comments form.

How can I speak with someone?

If you need to chat with a real person, you can type "can Ispeak to a real person", "can I speak with a representative", or "can I speak with an agent" in Quest Chat. Our customer service representatives are available Monday to Friday, 7 AM to 6 PM Central Standard Time (CST).

Is there a way to email someone for help?

Yes. You can fill out 1 of the following forms that sends a message directly to our customer support representatives:

• For questions about MyQuest, access the Message Quest form. While filling out this form, please specify a Reason for Contact, as it helps us get the message to the right support team.

• For questions about Appointment Scheduling, access the Appointment Scheduling Comments form.