Collecting in community settings

Collecting in community settings can differ from collections in a hospital or home setting. Community collection may be located away from hospital facilities and resources, we are responsible for keeping the collection room tidy and safe for our visitors.

Here are several things we must do:

• Make sure the centre is open as advertised • Acknowledge the arrival of patients with a warm welcome and communicate expectations of wait times • Be mindful of asking for personal information in an open waiting area with others present • Be aware of the specimen processing requirements for your location • Understand the courier timetable to ensure specimens are delivered to the laboratory as soon as possible • Be familiar with the local emergency procedures for your collection centre and location

What helps

Always be polite and respectful of everyone. This includes being respectful of the culture within the community that you are attending.

Let people know if there is a wait. If there is a full waiting room and some people have appointments for fasting tests, let the waiting room know there will be a wait and give them an approximate timeframe.

Let people know when they enter to take a number and

advise that the collector is with a person. This will help the patient to understand the process of waiting for their collection and ensure they feel welcomed.

Always open and close the clinic as posted on the

website and location.

As a consumer told us, “Sign says the centre was closed but was in fact open…My collection took less than 10 minutes, but I had to wait over an hour to get it. If I had been told the opening time was 9:30 instead of 8am then all the testing for myself and the ward patients could have been conducted without inconvenience”

If the centre is closed for some reason, ensure this is

communicated as widely as possible. Always notify the Strategic Communications team: nswpath-news@health.nsw.gov.au.

For more information on the importance of privacy confidentiality go to Health.nsw.gov.au and search Privacy where you can access the NSW Health Privacy Manual for health information.

What hinders

Not acknowledging or welcoming patients as they

arrive. Ensure patients feel welcome in the clinic by acknowledging their arrival.

Not being considerate of people that might arrive

just before closing. We do not know, nor need to know, the background as to why people are coming in for a collection. It may be the only time the patient can come in for a test and we must still provide a high-quality service.

Lack of communication with patients particularly if

there will be delays. As a consumer told us “Yes staff could at least let you know that you may have to wait and give you the option of coming back. But when you are the only person waiting what is the delay?”

“Clear instructions and excellent helpful services provided.”

Consumer