Doctors lay into Labtests' poor service

Long waits are among the many complaints GPs have about Labtests' service. Photo / Dean Purcell

Auckland GPs are highly critical of the standard of service provided by new medical laboratory Labtests, a Weekend Herald survey has found.

Some of the main themes from the frustrated GPs are complaints of poorly trained staff at Labtests, home calls not being done and difficulty reaching specialists to discuss results.

Some patients were giving up after waiting too long to have their blood tests.

Asked to rate the service provided by Labtests, 60 per cent of respondent GPs said the service was "bad" or "very bad".

By contrast, 85 per cent said the service provided by Diagnostic Medlab prior to the change was "very good".

Dr John Kyle, of Albany Family Medical Centre, said: "This is the disaster it was expected to be.

"Service is appalling, almost laughable! Bring back DML, please!"

Of wait times at Labtests collection centres as reported by their patients, 68 per cent of GPs rated Labtests as "bad" or "very bad".

Dr Ramanlal Madhav, of Papakura, had a list of complaints: "Poor treatment of patients (waiting period, poor collection technique, collection and processing too long, delay in home visits collection, sometimes days later)".

The time taken to return results is another area of concern.

"Long waits for results. Other doctors' blood tests in my inbox. Wrong information on patients' forms.

"Urgent results not received in timely manner to be effective and safe," said Dr Prue Waters of Hunters Corner Medical Centre in Papatoetoe.

One of GPs' most common complaints was the difficulty in reaching specialists to discuss test results - which Labtests said yesterday it had subsequently rectified - with no dedicated line for GPs to phone in, and long waits on hold.

"Three-quarters of an hour wait on 0800 number - only access - beyond belief. Especially when person at other end: 1) doesn't know answer to question, 2) routes your phone to someone who doesn't know answer to your questions, 3) is abrupt and unhelpful," said Dr J S Te M Allan, of Papakura.

Drs Ian Rapson and Carmel Built, of Three Kings, who attached six pages of examples and criticisms to their survey response, said: "For many years patients and doctors alike have taken DML's high standards and flawless efficiency for granted.

"The reality is that if the public of Auckland do not insist on their right to a quality lab service once again, and act immediately, what you see is what you will keep getting for many years to come."