Quest Diagnostics Kiosks: DOJ Scrutiny for ADA Compliance

Last Updated on August 4, 2026 by Craig Allen Keefner

Quick Answer

The Justice Department's Statement of Interest clarifies that Title III of the Americans with Disabilities Act (ADA) mandates public accommodations to provide auxiliary aids and services, ensuring individuals with disabilities can fully access all services, including those offered via self-service kiosks. This clarification arose from the Julian Vargas and American Council of the Blind v. Quest Diagnostics Clinical Laboratories, Inc. et al. lawsuit, where plaintiffs alleged Quest Diagnostics' 2,100+ patient service centers required kiosk check-in without staff assistance, hindering visually impaired patients. Kiosk Industry notes this scrutiny emphasizes the need for accessible features or staff support in self-service environments, especially when unattended, to comply with ADA regulations.

Justice Department Files Statement of Interest in Lawsuit Regarding Self-Service Kiosks in Health Care Setting

Editors Note: thanks to Nicky for spotting this early and sending it to me. This is interesting on several levels but the main one for us is that the lack of concierge or assistance is detailed. A variant of this for PCI regulations is the two categories unattended and attended with the pseudo category “semi attended” sometimes used. Visit Storm Interface for assistive devices.

Self-Service Legal Actions

Today, the Justice Department filed a Statement of Interest clarifying that Title III of the Americans with Disabilities Act requires that public accommodations provide auxiliary aids and services so that individuals with disabilities can fully and equally enjoy all of their services, including services provided through visual and electronic means on self-service kiosks. The Statement of Interest was filed in the Julian Vargas and American Council of the Blind v. Quest Diagnostics Clinical Laboratories, Inc. et al. lawsuit in the Central District of California. Defendants provide health care and diagnostic testing services at over 2,100 patient services centers. Plaintiffs allege that Defendants require patients to use an electronic, self-service kiosk to check in, input personal information, choose where to wait, and perform other tasks. No staff are allegedly present in the check-in area, so patients with vision impairments must ask strangers for assistance or bring companions. The Statement of Interest explains that Title III prohibits public accommodations from denying individuals with disabilities the full and equal enjoyment of their services, including services provided through visual and electronic means, because of the absence of auxiliary aids and services. To find out more about this Statement of Interest or the ADA, visit ada.gov or call the Justice Department‘s toll-free ADA information line at 1-800-514-0301 or 1-800-514-0383 (TDD).

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What are the Frequently Asked Questions about Kiosk ADA Compliance and the Quest Diagnostics Case?

1 How does the Justice Department's scrutiny of Quest Diagnostics' kiosks impact ADA compliance requirements for self-service systems in general?

The Justice Department's Statement of Interest clarifies that Title III of the ADA requires public accommodations to provide auxiliary aids and services so individuals with disabilities can fully and equally enjoy all services, including those provided through visual and electronic means on self-service kiosks. The lawsuit against Quest Diagnostics highlights the importance of ensuring accessible features or staff assistance are available, especially when no staff are present in check-in areas.

2 What specific accessibility features or services are highlighted as crucial for ADA compliance in self-service kiosks, particularly concerning the issues raised in the Quest Diagnostics case?

The case emphasizes the need for auxiliary aids and services to ensure individuals with disabilities can fully use kiosks. A critical issue raised was the alleged absence of staff assistance in check-in areas, forcing visually impaired patients to seek help from strangers. This suggests the importance of either integrated assistive technology or readily available staff support to meet ADA requirements.

3 Are there specific technologies or vendors mentioned that can assist with making self-service kiosks ADA compliant?

The article mentions visiting Storm Interface for assistive devices. These devices are crucial auxiliary aids that can help individuals with disabilities interact with self-service kiosks, addressing the requirements of Title III of the Americans with Disabilities Act for equal access to services.

4 Where can I find more information on ADA compliance for kiosks and the Justice Department's stance?

To learn more about the Statement of Interest or the ADA, the Justice Department directs individuals to visit ada.gov. They also provide a toll-free ADA information line at 1-800-514-0301 or 1-800-514-0383 (TDD) for further information and assistance.