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COVID-19 results centre

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27th September, 2022

In a NSW Health Pathology first, our COVID-19 Results Centre has provided a timely, empathic end-to-end customer experience during the once in 100 year pandemic.

They pro­vide a human touch when it’s most need­ed and lit­er­al­ly get results.

They build rap­port with our patients, con­fi­dence in our ser­vices, and pro­vide cer­tain­ty at times of great stress and wor­ry, let­ting peo­ple know when they can leave iso­la­tion to resume work, school and travel.

They’re the NSW Health Pathol­o­gy COVID-19 Results Ser­vice, and they’ve been named as final­ists for keep­ing peo­ple safe and healthy in the 2022 NSW Health Pathol­o­gy Awards.

The call cen­tre was cre­at­ed to build on the work of our COVID-19 Results Ser­vice, sup­port­ing demand for SMS and Result Por­tal noti­fi­ca­tions of neg­a­tive, pos­i­tive, oth­er and inde­ter­mi­nate results. Oper­a­tors inter­vene if auto­mat­ed noti­fi­ca­tions fail due to mis­matched infor­ma­tion, help patients use our result ser­vice and por­tal, and sup­port our lab­o­ra­to­ries and COVID-19 teams and oth­er partners.

They’re fix­ers, work­ing sev­en days a week so peo­ple could say per­son­al good­byes to loved ones or wel­come new babies. They’ve arranged test­ing on route to the air­port for a cou­ple whose spec­i­mens were not processed, so they did­n’t miss a flight to their daughter’s graduation.

They use trans­la­tion ser­vices to over­come lan­guage bar­ri­ers and relay results direct to patients with lit­tle or no Eng­lish. Those who are unfa­mil­iar with new com­mu­ni­ca­tions tech­nol­o­gy are patient­ly helped to reg­is­ter with our ser­vice and access their results.

Some­times they find patients alone and strug­gling in iso­la­tion with­out fam­i­ly and friends for sup­port. They lis­ten to their sto­ries, which makes a big dif­fer­ence to their day, and will sug­gest where to find support.

The team would like to acknowl­edge the efforts of its lab­o­ra­to­ry call cen­tre col­leagues and the army of NSW Health Pathol­o­gy vol­un­teers who helped staff our result ser­vice when it was first established.


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