Extremely disappointed with Ampath Laboratory's handling of my newborn's blood collection and the lack of follow-up

On 6 September 2026, at approximately 05:00–06:00, an Ampath phlebotomist came to collect blood from my newborn baby while we were in the ward.

Firstly, the procedure was performed in front of me, despite my understanding that newborn babies are normally taken to the nursery for blood collection. Secondly, the blood collection was handled so poorly that my baby's blood ended up all over her clothing. Most concerningly, I observed that the phlebotomist was not wearing gloves while performing the procedure.

I immediately raised my concerns with the sister assisting me in the ward. The matter was then communicated to the day-shift Ampath phlebotomists, who came to speak to me. They explained that this was not how they normally conduct the procedure and supposedly apologised.

However, the conversation then turned to an invoice that the phlebotomist from earlier that morning had apparently forgotten to give me. I was also told that someone would contact me during the following week to formally apologise and follow up regarding what had happened.

It has now been approximately two weeks, and I have received another invoice, but still no formal apology, explanation or follow-up regarding the incident.

This is extremely disappointing.

I am not complaining about receiving an invoice. My concern is the lack of accountability and follow-through after an incident involving my newborn baby. It appears that there has been no difficulty contacting me when it comes to billing, yet the promised follow-up regarding my concerns has not happened.

As a mother, I expected my newborn to be handled professionally and hygienically, and I expected my concerns to be taken seriously. I should not have to repeatedly follow up to receive an explanation for an incident that I was already told would be formally addressed.

Had I been given the choice of laboratory at the time, I would have chosen Lancet. Unfortunately, that was not an option available to me.

I would appreciate a proper response from Ampath management addressing what happened, whether the appropriate procedures and infection-control measures were followed, why the phlebotomist was not wearing gloves, and most importantly, why I was promised a formal follow-up that has still not taken place.

This is not simply about receiving an apology. It is about accountability, professionalism and the standard of care provided to a newborn.