ComplaintsforCSL Plasma

• Initial Complaint

  09/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The workers in the facility are rude and unprofessional. Patient/clients are treated without respect and disregard. Workers make comments to patients/clients about patients/clients. Workers have no concern for patient's/clients or their time and make them feel less than for donate. Workers have made comments such as if you didn't need the money would would not be here. A manager went to my daughter not knowing she was my daughter and made comments about me, my daughter told her she was being unprofessional and that I was her mother. Workers aren't trained properly, giving bad sticks and then blaming the patient for the sticks. The staff is extremely slow, I went in as an established donor and was there over 6 hours, They are not organized, incorrect information is often given regarding the rules and policies, meaning they are unaware of company policies or generally doing what they want in the clinic. The clinic is unprofessional and a danger. state needs to be called on facility.

  Business response

  09/24/2021

  Business Response /* (1000, 9, 2021/09/22) */ To Whom it May Concern; I'm writing in response to the below complaint. I was the employee that took care of Ms. **** and her daughter. When Ms. **** was here donating with her daughter I personally took care of them. When I walked in the center there was an issue going on in the donor floor waiting line and I walked over there to address the issue. I asked what was going on and Ms. **** spoke up and stated nothing that it had been addressed. I told her thank you and moved on into the office to get the shift change update. After I completed a few of my duties I went out on the donor floor to assist my staff and Ms. ****'s machine beeped. When I went over to check her machine she proceeded to tell me what the issue was in the donor line and I told he I would talk to the employee that she had a complaint about. Ms. **** was very nice and while she was donating I adjusted her stick several times due to a no flow alarm. After a few no flow alarms I told her I would put her in her final return so she would not be a cell loss. Donor agreed. During this time she told me she was there with her daughter and pointed her out to me. I told her I would take care of her daughter and do her stick and she thanked me. Ms. **** was getting restless in her bed and I asked her if she was okay and she stated she has a cramp in her calf. I went to the end of the bed and stretched her foot to help with her cramp. I did not leave her bedside till this was relieved. There were a few donors ahead of her daughter so I helped my staff with them and then moved on to her daughter. Ms. ****'s daughter was very nice and we chatted back and forth while I performed her sticks. I remember telling her she has a really nice mom and I said I'm sure you think different. I stated that because I know from having kids of my own they never think their mother is nice or fun. This is the only thing that I can think of that she may have misunderstood me and I thought I mentioned something bad about her mother, which I did not. The daughter had an unsuccessful stick on the one arm so I attempted and restick without success. I explained to the daughter that she has had 2 unsuccessful sticks and that her donation was completed. I explain to her she will receive her full payment and she left happy. When I read this complaint I was very upset because I made sure they were both taken care of and feel they were treated very well. As far as the other complaints such as; staff is slow, the center is unorganized and unprofessional. Please note that we are very short staff, just like every other business across the county. We have hired several new employees and have been training them to perform satisfactory job duties. CSL Plasma has a training program for every position in the company. Every employee has to complete the required training before they are allowed to perform duties on their own. As far as the center being unorganized, please know that 2 out of the 3 managers just came to this center. Center manager, ********* came to this center in July and I came the 2nd week in August. We are working very collectively to make sure that all staff is following company policy and procedures. If you have any further questions or concerns please feel free to reach out to me. Thank you, ************* Assistant Center Manager *********** CSL Plasma Good for You. Great for Life. ****************** ***************** (615)-******** (tel) *************************** www.cslplasma.com Consumer Response /* (3000, 11, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand they are short staffed, but that does not give employee's the right to speak to donors in the manner in which I an others were spoken to. On my next visit to the facility I encounter a gentleman who stated that someone had called BBB on them and that the employees were discussing this on the floor around patients. He was unaware that I was the one who filed the complaint. They were discussing private HIPPA related business on the floor and he even stated that some of the donors joined in the conversation and was happy that someone had called. The fact is that should not have been discussed on the floor nor should it have gotten back to me. It still does not address the fact that a male nurse was rude when asking about the csl app that he works for and did not offer any help until after I spoke to the quality manager who tried to smooth over the situation. It does not excuse the male red head manager who is not only short with donors but his staff as well, and it does not resolve the issue with the young woman at the vital booth whom verbally she was not moving any faster because donors are getting upset, they can wait, and with and extremely long line she got up and walked away until certain one's pass through then she came back to the booth. Yes they are short staff but that gives not reason to make people feel bad for have to come and donate receiving monetary reimbursement and show no respect for donors times. Even being short staffed it should not take over 5 to 6 hours to donate. The staff walks and stands around until they see a member of management then they pretend to be working. The young woman who set my daughter's machine up stated she was only going to set up her machine half way because she was to get off at 2 and it was not 3. They have a extreme amount of call outs which is why they stay short per the staff. Although I harbor no personal anger with anyone in the facility major changes need to take place with HIPPA, company business being talked about on the treatment floor, just imagine how I felt when I came in and a donor I did not know was discussing the complaint with me that I file on them with BBB. I was told that they are getting help from other csl sites to aid in their shortage, but still does not excuse the treatment and the fact that all the know about the complaint I feel watched and considered that person to watch out for.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩