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"Poor Customer Service"

About: PathWest Mirrabooka Collection Centre

(as the patient),

Experience suffered at the Mirrabooka Pathwest Collection Centre.

I am an elderly Vietnam Veteran and retired Police Officer of many years of  service. I am not normally a complainer but I feel I must report on my experience at Mirrabooka when attending for a blood test. I stuffed up the registration by putting my referral in the machine the wrong way around. Unfortunately I made this mistake a couple more times and in my opinion was then abused by a staff member for coming in off the street and failing to register. The staff member then registered my form for me and then chided me for not registering, when I said that I tried three times I feel they accused me of lying, which I obviously did not appreciate. When I said to this person not to call me a liar, they turned their back on me. The other person in the office then got involved and told me to read the poster advising patients that aggressive language and behaviour would rightly not be tolerated. There was definitely no aggression or language on my part,but when I told this person that I was not being aggressive they suddenly yelled at me that I was and that I would not be served anymore and to leave the premises. This I did. This person's behaviour was most distressing, especially in front of a crowded waiting room. The episode caused me to drive into the city and attend the Goderich Clinic where the service and staff could not be faulted. As previously stated I am not  a complainer and I am submitting this report in the hope that this staff member might be pointed in the right direction and get some help in customer relations.

If you bother to read this report, all well and good and thanks for having a portal to allow comment. 

Responses

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

picture of Tracy Dixon

Dear About customer relations

Thank you for taking the time to tell me of your experience whilst attending our collection centre at Mirrabooka. I am disappointed to hear about your negative experience as we strive to treat all customers with respect and courtesy. It appears we have failed in your case and I apologise for any distress caused.

I am grateful for your feedback and I would like to reassure you that it will be used to remind staff about the importance of treating all customers with respect, care and compassion at all times. Your feedback will also be shared with the relevant collection centre staff in order to improve our service. I was heartened to hear that you had a positive experience at our Goderich St centre and will also ensure they receive your complimentary feedback.

Should you wish to discuss the matter further, please contact me directly on 6457 3169 or a/Specimen Collection Manager Ms Viki Candlish on 6457 2011.

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

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