Feedback

PathWest is committed to providing high quality pathology and collection services throughout Western Australia. Your feedback, good or bad, is essential to help us improve our services.

We invite feedback from any customer interacting with PathWest services including medical professionals and patients.

Ways to share your feedback

You can provide your feedback in a way that suits you, but the more details you give, the better we are able to respond.

You can also provide your feedback anonymously. If you would like to be contacted about your feedback, please make sure you include your preferred contact details.

Here are the three best ways to share your feedback:

1. Via post or a feedback box

You can download a hard copy of the feedback form or write to us. You can leave your completed feedback at any one of our collection centres in the supplied feedback boxes or mail to: 

​​​The Governance Manager
PathWest
Locked Bag 2009
Nedlands WA 6909

2. In person or via telephone

You can speak to the staff member you are dealing with or ask to speak to a supervisor to address or capture your feedback.

You can call 13 PATH (7284) and a staff member will assist to record the details of your feedback. When calling, please have details at hand so the contact centre can best capture your feedback.

Please note PathWest staff members are here to assist but will not tolerate aggressive or abusive behaviour. Anyone displaying this behaviour may be asked to leave a collection centre or end a phone call.​

3. Via email or online

You can e​mail your feedback to feedback.pathwest@health.wa.gov.au or complete this online form. ​​​

You can also share your story confidentially and anonymously via the Care Opinion independent website.

What happens to your feedback?

Your feedback is important and dealt with confidentially. Your compliment is passed on to the relevant PathWest team members. Your suggestion or comment is considered and, where possible, improvements are introduced.

All complaints are dealt with according to the Government of Western Australia Department of Health policy and standards. You can learn more here.

If you have made a complaint, our aim is to:

  • ​Acknowledge your feedback within five working days of receipt
  • Assess and investigate all issues raised
  • Keep you updated of the resolution process
  • Provide a final response within 30 working days of receipt.

Health and Disability Services Complaints Office

If you are dissatisfied with the outcome of a complaint, you can contact the ​​​​​Health and Disability Services Complaints Office (HaDSCO)​.

Page last updated: 25 Nov 2020