Investigation finds computer program issues causing backlog of coronavirus testing results

ATLANTA — Channel 2 Action News has learned that results from hundreds of coronavirus tests administered at recently opened testing sites in metro Atlanta have been delayed beyond the promised 72-hour turnaround.

The Georgia National Guard and Augusta University Health System began testing in the metro area April 24.

Channel 2 investigative reporter Nicole Carr said the delay stems from an overwhelmed lab and specifically the computer system used to access the test results and notify patients.

Carr began looking into the delays after hearing from Atlanta residents who had yet to receive their results.

"I'm concerned that the tests are being over-promised," patient Wayne Donaho said.

"I’m really talking because I’m concerned for the people that are sick and went and did the test," said Toy Jackson.

Jackson is a flight attendant, and even though she wasn’t sick, she went to the Greenbrier Mall testing site April 24 because she’s an essential worker.

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Donaho works in technology and said he had symptoms. He was tested April 24 at a site in Kennesaw.

“And they guaranteed 72-hour results,” Jackson told Carr. "It's almost 1 o'clock on Friday a week later and I have no test results."

“No results on the portal. No results on the phone. No nothing,” Donaho said.

Friday afternoon, shortly after Carr's interview with Donaho, he learned that he tested negative for the virus.

Jackson described her conversation with the nurses' hotline.

“She said they were having trouble with results, and I assumed from that location,” Jackson said. “How backed up are they? You can't be backed up on the first two days."

Channel 2 Action News found out these two residents are not alone.

There were 400 delayed test results from the newly opened metro Atlanta sites because of an overwhelmed lab information system, a complex network designed to protect patient information and provide quick results.

“We wish we would have caught it earlier and these people weren't delayed at all, but we are getting those results taken care of as quick as possible,” said Dr. Phillip Coule, vice president and chief medical officer of Augusta University Health System.

Coule said the problem with the computer system was detected "maybe a day or two into" the testing process. He explained that the university deployed approximately six team members to the Atlanta lab to work on the system and transfer a batch of tests to the Augusta lab.

He added that it is likely that only tests administered during the first few days at the new sites were delayed.

At the time of Carr’s 2:30 p.m. interview Friday with Coule, half of the delayed test results had been processed and were being delivered to patients.

“We would ask for a little bit of patience if you are one of those affected patients. We are working to get those results out ... quickly,” Coule said.

The drive-up sites had roughly 3,400 patients. If such high demand continues, Coule said another backlog is possible.

At last check, Jackson still did not have her results. She’s not showing symptoms but is concerned about her exposure as a flight attendant and asymptomatic spread, contact tracing.

Testing expanded to essential workers across Georgia without symptoms of COVID-19 Channel 2's Mark Winne reports

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