We encountered many people who were enthusiastic about the way the information they had obtained from labtestsonline.org.au had empowered them and had enhanced their relationships with their medical and health professionals. Many had experienced serious, life threatening illnesses at some time in the past.
Pathology collectors, who are at the ‘coal face” of pathology testing and as part of their daily work frequently help patients disseminate often confusing information, saw benefits in being able to refer people to credible sources. This was a view shared by nurses, practice managers and other healthcare professionals.
“They have asked for their results. Doctors have given them a print-out. Maybe have not explained everything to them and they have come into me, "What does this mean?" I say "You are asking the wrong person". (Pathology collector, Brisbane)
“I think they get overwhelmed with the doctor bombarding them with information, in a short amount of time to get ready for the next patient. So to sit down and be able to relax and read something would be better for them.” (Collector, Brisbane)
“I think a lot of people … don't want to appear silly or dumb in front of their doctor by asking. So it gets them out of that predicament.” (Collector, Brisbane)
“As a nurse, I also try to get people to be aware of what's being done to their body and what they are investigating. So knowledge is important for them to have because then they can participate better in decision-making.” (Nurse, Sydney)