"Terrible service at Collection Centre"

About: PathWest Joondalup Collection Centre

(as the patient),

Telephoned ahead at 12pm as we live a little while away to ensure that they will be open. Stated we will be there by 12:20pm, the staff member said they close at 12:30pm. We arrived at 12:20pm as said to locked doors and a person standing outside bleeding from what I believe was a draw just taken by a very rushed nurse needing to close for lunch. I phoned standing outside, and the staff member said it's 12:25pm they are closed and it's too complicated a test. They didn't even know what test we needed! Rude, unfriendly and very unhelpful. The poor person with a bleeding arm put me off going in for our test!  

Responses

Response from Tracy Dixon, A/General Manager, QEII Network, PathWest Laboratory Medicine WA

picture of Tracy Dixon

Dear Rocks

Thank you for taking the time to write of your recent experience whilst attending our Joondalup collection Centre. I am disappointed to hear that you experienced such poor customer service, as this is far from the standard of care we expect our staff to deliver.

Some of our single staff collection points do need to close for lunch breaks unfortunately, however we try to minimise this where possible. In these centres we should certainly be keeping to advertised hours and this is no excuse to rush collections or provide inferior post-collection care.

Could you please contact me on telephone 08 6457 3169 to provide some further details so that we can investigate? We are also currently providing customer service training to all of our specimen collectors and are hopeful that will assist us in improving our service.

Kind regards,

Tracy

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