LIfeLabs working to resolve issues in SSM

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LifeLabs has taken multiple steps in recent weeks to clear up complaints at their two Sault Ste. Marie locations.

Citizens in the city have complained about long wait times, inability to book appointments and inadequate service for the last few months.

Roy Saad is the Manager of Communications for LifeLabs. He noted they were dealing with the issues in many ways.

“Our LifeLabs locations in Sault Ste. Marie have undergone a few changes under our Public Health partners’ guidance to ensure the health and safety of our customers and employees,” said Saad.

“As part of our efforts to winterize our locations and reduce long lines, LifeLabs has temporarily converted select locations to appointment centres where staff can serve more customers, reduce wait times and provide same-day appointments to our elderly or immunocompromised customers.”

One customer complained to SaultOnline that even though they had an appointment because LifeLabs books every 5 minutes, they were still over an hour behind schedule.

Saad said they were working on solutions to these issues by hiring more people.

“We hired and trained an additional nine team members to alleviate existing staffing shortages caused by many of our employees who need to stay home to provide care to children or vulnerable family members during the pandemic.”

They also hired a greeter to help speed up the triage of vulnerable and or elderly patients in line.  They will also be hiring six more positions by mid-March.

They encourage anyone looking to book an appointment for themselves or a loved one of to go to their mycarecompass website.

“LifeLabs is proud to serve the residents of Sault Ste. Marie, by providing access to high-quality and reliable test results. We greatly appreciate everyone’s patience, understanding and cooperation as we all adapt and navigate these unprecedented times and continue to adjust our services to meet our customers’ needs and expectations.”

If you have any issues with the services provided by LifeLabs you are encouraged to reach out to their customer service team at 1-800-849-3637.

Follow SaultOnline as we work to bring you more in-depth coverage of our health care system in Sault Ste. Marie.


  1. I have booked appointments at the Great Northern Lab. Site yet every time I report for my booked appointment I have waited up to an hour and had to buy a Parking [email protected] 5.O0 too.
    Life labs need to look at alternative sites which they are not doing. The Station Mall is half empty and would be happy to accommodate a Life Lab and any wait time would be inside out of the Weather. The Cambrian Mall is a poor location and Parking Fees are needed at Great Northern which is an unneeded expense.
    The Cambrian Mall has not helped Life Labs by closing their doors and removing their seats.

  2. Why did it take a year to hire more staff? We could see that the amazing overworked staff were frustrated at the lack of help. Hiring just one or two people to disinfect between patients instead of the lab techs doing it would have sped up appointments tremendously.

  3. The Great Northern location takes walk-ins.

    I go every 2 weeks for blood work and have never waited longer than 30 minutes to get it.

    Never made an appointment – not needed. Just go and line-up 🙂

  4. Please also look at life labs web page . The months would not change to book appointment. The telephone booking is much easier for seniors. Please bring telephone bookings back .

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