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Care Opinion

Poor service

Posted By busydays

"Poor service"

About: PathWest Laboratory Medicine WA

(as the patient),

I did quite a few blood tests and made an appointment with the GP after a week. The GP informed that only a few results were back and I believe they tried to access the results by ringing Pathwest. The wait time was that long so that we gave up the plan. I made another appointment a week later, only to find out all results were not in the system again.

I rang Pathwest and was told that most of the results are there and only a couple of test results were meant to be back to back in two days. Another appointment made, no update on results.

I work in the Health Care system and believe I have a good understanding of how long the blood results would take to come through. From my understanding, all the results would have been there by the first week; I am still waiting for my results nearly a month now and already paid for three GP appointments (might need a fourth to get the last lot of results!).

I feel it would be greatly appreciated the promptness shown on sending out the bills are shown when results are sent out as well.

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Responses

Response from Elaine Toogood, a/Manager Training and Development, Pre-Analytical services, PathWest Laboratory Medicine WA 3 years ago
We are preparing to make a change
Elaine Toogood
a/Manager Training and Development, Pre-Analytical services,
PathWest Laboratory Medicine WA

Manage Training and Development for PathWest

Submitted on 4/11/2020 at 2:38 PM
Published on Care Opinion at 3:30 PM

Dear busydays,

I appreciate you taking the time to provide your feedback, regarding the long wait times when contacting PathWest for results on the phone line. I am sorry that your experience using the PathWest phone line did not meet your expectations and this has inconvenienced you and has required several GP visits.

We are currently experiencing some phone management issues as the phone lines are very busy, we are working to resolve the issues as quickly as possible. We are also currently actively recruiting additional staff for this area to reduce wait times.

With regard to the delay in reporting on some of your tests, we are embedding a new laboratory information system which has caused some delays in the release of reports.

Please could you contact me on the number below so I can follow up on the outstanding results?

Kind regards

Elaine Toogood

a/General Manager PreAnalytical Services

T:(08) 6457 4514

M:0413 611 192

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Elaine Toogood, a/Manager Training and Development, Pre-Analytical services, PathWest Laboratory Medicine WA 3 years ago
We have made a change
Elaine Toogood
a/Manager Training and Development, Pre-Analytical services,
PathWest Laboratory Medicine WA

Manage Training and Development for PathWest

Submitted on 30/11/2020 at 6:48 PM
Published on Care Opinion on 1/12/2020 at 9:58 AM

Dear busydays,

I am providing follow up to my original response, as a result of your feedback we have redirected additional resources to the call room to assist in reducing wait times for the phone line and cope with the increased workload. In addition we are currently in the process of on-boarding and training new staff for this area.

With regard to the delays in the reporting of results via PathWest Direct this issue has been been resolved. If you or your GP experience any further issues with regards to delays in reporting on your tests, please contact me directly on the number below.

Kind regards

Elaine Toogood

a/General Manager PreAnalytical Services

T:(08) 6457 4514

M:0413 611 192

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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