"Pathwest collection services at Osborne Park Hospital"

About: Osborne Park Hospital

(as a service user),

I recently attended the Osborne Park Hospital Campus and wasted a lot of time being unnecessarily redirected to the wrong places, despite having a specific form for a Pathwest test. Staff did not have the required information and I have to also point out that I believe your signage is not only misleading but is blatantly wrong outside the Pathwest Laboratory.

I was redirected from Block D (sign on/near the door indicates clearly Staff Only) to the main hospital entry in Block B where I was redirected to Pathwest Collection (along the yellow line in Block B,) then back to main reception, where I waited after getting a number, needlessly for about 40 minutes, only to be called then immediately told that I had to go back to Building D, exactly where I had started!

This was the right location despite the signs on and near the door. I again waited and about ten minutes later proceeded with the simple pre-employment test (with a pleasant staff member who was aware of the problem).

I feel your hospital signage should always be accurate and not misleading, otherwise you are wasting everyone's time and cluttering up the parking areas for sick people needlessly!

How did I feel? Angry to say the least! Pre-employment drug urinalysis testing apparently takes place at the Pathwest Laboratory onsite but it's ridiculous to have to find the right person to ask them the right question to find this out, after waiting in a queue for 40+ minutes to be redirected to the correct location in the laboratory building! No signage indicates this and unfortunately reception staff seem to be poorly informed as well.

Responses

Response from Jennifer Francis, A/Director Safety, Quality & Performance, Sir Charles Gairdner Hospital, North Metropolitan Health Service We are preparing to make a change

Dear Given the runaround

Thank you for taking the time to share your experience of trying to find the correct location for your Pathwest pathology test at Osborne Park Hospital.

I apologise most sincerely for the misleading signage and the impact this had on you whilst attending OPH for your tests.

As you have highlighted, the signage on the externally located D Block Pathwest demountable building advising all patients to proceed to B Block together with the “Staff Only” signage on the door, is extremely unhelpful for those patients who are required to attend this facility rather than the Pathwest service in B Block.

We do have signage in the B Block Pathwest waiting area that advises patients of the circumstances where they need to attend the D Block facility and we will remind staff in B Block to draw patients’ attention to this signage more regularly.

We are very grateful to you for providing us with the opportunity to address this particular signage issue. As a result of your feedback, we will be updating the Pathwest D Block signage, so that it accurately reflects information for our patients.

Thank you once again for your very useful feedback.

Kind regards

Tony Dolan

A/Executive Director

Sir Charles Gairdner Osborne Park Health Care Group

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