"Follow-up work"

I had a follow up appointment with my doctor to review my CT and pathology results which were taken. The doctor had received the CT report and discussed this with me. However, the blood work and the urine results were not back, and I believe the only results they had were from last year.

On my way out of the clinic I reviewed all paperwork given to me by the doctor and discovered that the blood results were last years only. I questioned this with the receptionist and I recall they informed me that  they were the only results on the system. I then went down to the Austin Health Pathology in Swan Hill, where the test were done, and was informed that the results had been sent the previous week to my doctor at the Swan Hill Primary Medical Centre. They also informed me that they were going to re-send the result immediately back via fax to the doctor that day.

I then returned to the Swan Hill Primary Medical Centre reception who had now informed me that the results had been received and that the doctor has to now review and will contact me via phone later that day.

It seems to me that there has been a break down on your procedure on following up on results by the administration team at the Swan Primary Medical Centre, and that I have had to do all the follow up myself. As a full time carer for my aging parent, my time is limited to doing follow up work, which I believe should have been done by a couple of phone calls from the Swan Hill Primary Medical Centre staff member to the Austin Health Pathology to resolve this issue, while I was still in the building. It also seems that there is no checking or follow ups on test that are organised by doctors for patients at this clinic, with the pathology organisations.

Just to make it clear I am not disappointed with the doctors and other medical staff at this clinic, but feel that their administration team are lacking relevant customer service training and general office administration training. I would also like to know what has happened to the original reports that were sent to the Swan Hill Primary Medical Centre, are they now residing in another patient's records?