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Phlebotomy Service

Posted By JAMREP

"Phlebotomy Service"

About: Glasgow Community Services

(as a service user),

Waited 10 days for an appointment to have bloods taken after a lengthy process on phone to get connected.  I figured this is a busy service and lots of patients will be needing appointments as it's not centralised.

Entered the clinic which was absolutely empty - no patients waiting whatsoever.

There was mould stains on a ceiling and a wall which seemed to be from an untreated water ingress episode.  It looked awful and needs attending to. The waiting area was in desperate need of a deep clean and wooden seats were chipped.  Floor was dirty.

The treatment in the clinic from the staff was good so this is in no way reflective of the staff working .  This is the facilities and the booking service.

I used the washroom on exit and really wish I hadn't.  The washroom was dirty, with fresh and stained urine on the floor, soap scum in a corner, emergency pull cord not touching the floor (which I sorted before I left) and just disgustingly dirty.

I know what's acceptable and what's not. This was awful and not how a clinic should be.  I am happy to share photographs as I have them on my phone.

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde nearly 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 29/08/2023 at 13:58
Published on Care Opinion at 13:58

picture of Nicole McInally

Dear JAMREP

Thank you for taking the time to share your feedback about your Phlebotomy appointment and for your comments regarding the staff. I apologise for the length of time it took to get your appointment to have your bloods taken.

Across our Phlebotomy clinics, we allocate our patients timed appointments, therefore, our waiting areas only ever have one or two patients waiting at any time.

I have shared your feedback with the Phlebotomy Team and they have advised that they have contacted the Estates and Facilities Team to rectify the issues you have raised. I apologise for your experience and thank you for bringing this to our attention.

Kind Regards

Nicole

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by JAMREP (a service user)

Dear Nicole

Thank you for providing a response which is appreciated.

I had to return to the clinic this week for more bloods, and though I didn't expect the mould issue to be rectified in 2 weeks, I thought at the very least the washroom would have been cleaner. Not the case. It seemed that the same liquid soap spill had not been removed, it had however dried up (I took another photo and if you saw it you would understand why I believe it to be the same spill). The area is disgusting, stained and unhygienic.

Also, when I arrived the clinic was again completely empty. The phlebotomist had their face buried in their phone and didn't realise I was there. Customer (or patient) service, in comparison to last visit, was definitely was lacking.

How this is classed as efficient process is beyond me. Surely more patients could be seen? I again had to wait 10 days for an appointment.

I know the NHS is strained. I understand the pressures of staffing levels etc. I work for the NHS and I know there are so many factors to consider. But this is... awful. It had taken me all my energy to type this response but I feel so very upset that this is happening.

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde nearly 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 13/09/2023 at 16:56
Published on Care Opinion at 16:56

picture of Nicole McInally

Dear JAMREP

I am very sorry to hear that the issues you highlighted have not been rectified and I have shared your update with the Teams. I have been advised that the leak has now been fixed but they are still waiting for further repairs. The cleanliness issue has also been raised with Domestic Services. As Care Opinion is anonymous, if you would prefer a more detailed update can you please contact GCHSCPComplaints@ggc.scot.nhs.uk

Best wishes

Nicole

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