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Poor customer service

Posted By carinark49

"Poor customer service"

About: Broome Health Campus / Pathology

(as the patient),

I went to Broome Hospital recently to have my blood taken for a routine blood test. I answered the questions at the front entrance pertaining to Covid19. (No problem with this at all). I informed the staff member there I was going to Pathology, and they asked if I knew where it was. I told them I did, and walked to Pathology. I stood at the window while 2 staff sat at their desks. A third staff member came into the room and tapped on the window, gaining the attention of the staff in there. They asked them to attend to me. A staff member came over to the window, and said, I'm sending you to Chinatown. I asked why and they muttered something about it being too dangerous. There was no explanation, and I found that staff member's demeanour very rude. I left and attended another Pathology, where I felt I was treated very professionally, and straight away.

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Responses

Response from Bec Smith, Regional Director, WACHS - Kimberley 3 years ago
Bec Smith
Regional Director,
WACHS - Kimberley

Submitted on 1/09/2020 at 4:12 PM
Published on Care Opinion on 2/09/2020 at 9:08 AM

picture of Bec Smith

Dear carinark49,

Thank you for taking the time to share your recent experience with pathology in Broome.

You may not be aware, but PathWest is managed separately to the hospital operations, so I discussed your story with Ray Brockenshire who is the Manager for PathWest in Broome.

Ray advised that PathWest Broome had been encouraging routine pathology collections to be performed at the PathWest Chinatown Collection Centre, due to a range of issues, including a new computer system and internet issues. Unfortunately, these elements impacted on registration and collection processes during this time.

Ray is very sorry for how you were made to feel on this particular day. While the staff were under significant pressure over those few days, Ray has reminded the team to be respectful, courteous and professional in all of their interactions with patients and their families and carers.

Ray is also happy to discuss this with you in more detail if you would like to call him on (08) 9194 2285.

Again, thank you for sharing your experience with us.

Kind regards,

Bec Smith

Regional Director, WACHS Kimberley

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