On Wednesday 12.09.2007 I contacted by phone the medical centre to ask if I was able to come and pick up the results of my blood tests taken a week and a half before hand to pass onto my current doctor as I had an appointment with her on the Monday, I was advised that the results were not in, I had to advise the girl 3 times that I was told the results would be back in 2 days, to which I was told that they were not there, she then advised me that she was new and that she would put someone else on the phone (only when she knew that I was not accepting her answer that they were not there.) After giving my details for the 4th time (3 times to the girl before hand) I was then told that the results were in and that I was able to pick them up, I then asked the girl if I needed to make an appointment to pick them up and was told that I did not, I asked was she sure because the first girl had said that I did need to make an appointment, she asked when I would be in and then advised me that it was not a problem, I could just come and pick them up without an appointment.
I attended the clinic at around 8pm on the Thursday and when I went to the counter the girl asked how she could help me, I advised her that I was there to pick up my blood test results. She then advised me that I needed to make an appointment. I told her that I had called last night and was told that I did not need an appointment. She then told me that she will follow this up, I stood at the counter while she served at least 5 other people and when they were gone she said “Can I help you” I again advised her that I was there to pick up my results.
I waited for at least another 2-3 minutes and she then asked another lady, the lady said the same thing, I again explained that this was not what I was told yesterday. She then said that we could speak to the manager, a man came out who we thought was the manager and advised me that under “medicare rules” we had to have an appointment. By this time I was really angry and advised him that that was not what I was told yesterday, I was 7 weeks pregnant, felling sick and stressed that I was being lied to over and over again. Seeing that there was at least 10 people waiting to be seen, I knew that there was no way that I was going to be seen without sitting in the surgery for 2 hours, I asked for all of my medical records to be sent to my current doctor. I was then advised that my OLD details would be sent and that there was no way that I was getting the new blood test results. He then asked me who I spoke to on the phone, I advised him that I did not know who I spoke to but if he could tell me who was on the phones at around 5.30pm on the Wednesday that may help, he said I don’t know you tell me who it was. He then advised us that we could speak to the manager TOMORROW and walked off. We were under the impression that the person who came out was the manager, well that was who we were told we were seeing anyway. So there was another lie, which also made my blood boil even more.
After the doctor had walked out, I remembered that the new girl who was on the counter was the girl that I spoke to last night. I asked her who she put me on the phone to last night and she said there was a couple of girls working last night, I then had to ask her the question 3 times and got the same response. She would not give me an answer.
A good 20 minutes later we ended up walking out, without the results.
As I am in my early stages of pregnancy, and have been feeling very sick most days/nights I left the clinic in tears and vomiting the whole way home. I feel that the treatment received by all staff has been horrendous and less than acceptable. I do admit that I was yelling in the end and shaking and nearly in tears while I was in the clinic but when there are 3 people who are not willing to fix the mistake that one of their own staff has made, it is pretty poor service.
0
