"Lack of care, compassion, communication and clinical skills"

I should start by saying that I am an experienced healthcare professional.  Having recently moved to Fife I have just registered with a GP practice in Fife.  The process of registering was not altogether positive as the receptionist was less than helpful when I attended to complete my registration forms.  That is not, however, my main issue. 

I attended my first appointment with the practice to have bloods taken recently.  A member of staff (HCSW) called me through to a room and said good morning, but made no attempt to introduce themselves (#HelloMyNameIs...) or converse with me any further.  Despite being a healthcare professional I am a little nervous of needles myself and appreciate some attempt to make me feel relaxed. 

I noted that on the table next to the chair in the room was equipment for venepuncture, although this was not in a tray.  Included was an old-fashioned elasticated tourniquet of the kind that should not be used any more.  I politely pointed out that they should no longer be used and received no reply.  I then asked if disposable tourniquets were available and the staff member pointed to a role of them on top of an equipment trolley.  I asked if one could be used on me and the staff member did get one to use on me.  There was still no verbal communication with me through any of this.  The staff member appeared to lack confidence in using the disposable tourniquet, took two attempts to tie it, and tied it much more tightly than recommended (it was actually painful).  At this point I just wanted the procedure over so never said anything. 

A steret/clinell wipe was used briefly to wipe my skin (1-2 seconds) but cleaning was not for nearly long enough (30 seconds recommended), and it was not allowed to air dry (instead wiped with a cotton ball, which rather defeats the point of cleaning the skin).  Ungloved hands were then used to palpate my vein after the cleaning process (again, very poor practice), and at no point were gloves applied. 

A vacutainer system needle was used to access my vein, but was inserted far too far (almost the whole length of the needle), resulting in the needle piercing through the far side of my vein.  When the first blood bottle was applied there was no blood flow (as the needle had passed though my vein) but the member of staff did then pull back the needle until blood started to flow and completed the blood draw.  At the end pressure was applied to the area before the needle was fully withdrawn (more bad practice) and I was given a cotton ball to press on the area, which I did.  I was offered tape for the ball, which I declined and was told plasters were not available.  At this point I felt as if I was being rushed out and checked to see if there was still any active external bleeding from the site, which there was not, although a small haematoma was evident (no doubt related to piercing through the far side of the vein).  I was then told that it was my fault for not pressing for long enough. 

I left at that point but was absolutely astonished by the lack of care and compassion shown throughout the experience, as well as the appalling communication and clinical skills (and I have taught venepuncture for many years so do know what I am talking about).  I hate to think that this is the standard of care provided at this practice and feel that remedial action should be taken to address these concerns.