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Communication and attitude at pathology

Posted By beidng55

"Communication and attitude at pathology"

About: Albany Health Campus PathWest Albany Collection Centre

(as a service user),

Upon arrival I waited at the check-in desk, the staff member had their back to me and took a good 30 seconds to turn around and acknowledge my presence. I felt they were curt, when I stated I was there for pathology they asked if I had an appointment, and, I recall, their tone of voice was overtly churlish.

I was unaware that an appointment was necessary as I understand there is no mention of having to make an appointment to gain access to pathology through a Google search for opening and contact details of the pathology.

The staff member then, I felt, thrust a bit of paper at me. I then asked if I could go up as it was unclear from their response, only then did they say they were fully booked.

I found the demeanor of the receptionist to be very confrontational, demeaning, and unfriendly - if they are a volunteer I feel perhaps better screening needs to be undertaken.

If they are a paid staff member, I believe some further training in customer service is called for. I felt at no point was I unfriendly, aggressive, or rude to warrant an interaction such as this.

Phoned pathology to be told, I recall, it's all over social media. Might be pertinent to remember that not everyone uses social media.

I know we are all emotionally stretched with the pandemic but I believe we cannot assume that everyone is doing the 'wrong' thing on purpose. 

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Responses

Response from Jennifer Thompson, A/MPS Operations Manager, Regional Office, WACHS 2 years ago
We have made a change
Jennifer Thompson
A/MPS Operations Manager, Regional Office,
WACHS

Overseas the operation of the smaller hospitals in the Great Southern

Submitted on 14/04/2022 at 4:00 PM
Published on Care Opinion at 4:32 PM

Dear beidng55,

Thank you very much for sharing your story with us via Care Opinion. We use feedback from our community to identify both areas for improvement and the opportunity to share and acknowledge our successes.

There is no place for rudeness in our organisation and I sincerely apologise that you felt you were treated in such a confrontational, demeaning and unfriendly way. Your feedback has been shared with the team and their manager so that they can reflect on your story and how you felt attending the hospital. We have also reinforced our customer service standards and are actively reviewing staffing of the concierge desk to ensure that the team represent our values of community, compassion, quality, integrity, equity and curiosity.

I also acknowledge that you were unaware of the booking system that has been introduced by PathWest. We have spoken to PathWest about this (as they are a separate entity to the Hospital) and the PathWest website was updated on March 23 to reflect the new booking system. I appreciate that this may have occurred after you attended the hospital. PathWest do have a communication plan for the new system that involves a number of strategies, not just social media, and they are now aware of your feedback.

Best wishes

Jenny Thompson

Director, Albany Health Campus

WA Country Health Service Great Southern

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Response from Gina Hine, A/Operations Manager, PathWest Regional Network 2 years ago
Gina Hine
A/Operations Manager,
PathWest Regional Network

Submitted on 19/04/2022 at 6:04 PM
Published on Care Opinion on 20/04/2022 at 8:50 AM

Dear beidng55,

I am sorry that you were inconvenienced by the booking system implemented at PathWest Albany. We implemented this system to maintain service during severe staffing shortages caused by the recent COVID surge. Whilst we endeavoured to provide extensive communication and signage to alert the community of the change, the speed of the COVID impact required PathWest to alter services quickly.

We hope to return to full service in the future as our staffing levels stabilise and appreciate the community's patience and understanding during these difficult times.

Thank you for taking the time to raise your concerns and we will endeavour to communicate future changes in process more comprehensively.

Kind regards,

Gina Hine

A/General Manager

PathWest Regional Services

pH:6457 1801

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