Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Discourtesy and incompetence shown me at the Bloods Centre a...

Posted By Boudcca

"Discourtesy and incompetence shown me at the Bloods Centre at Port Talbot resource centre."

About: Port Talbot Resource Centre

(as a service user),

My " story " is about the incompetence and discourtesy shown me at the Bloods Centre at Port Talbot resource centre.

I am appalled at the fact that, having arrived on time for my 12 o'clock bloods appointment for which I had received a confirmation email, I was told I had no appointment and was turned away.

At home again, I was able to check that I was correct and phoned the Centre with my reference number.

I spoke to the same receptionist who made no apology for their earlier incompetence until asked and then, their response was an insulting and patronising-Sorry, love.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Marcia Buchanan, Patient Experience, Swansea Bay University Health Board 2 weeks ago
Marcia Buchanan
Patient Experience,
Swansea Bay University Health Board

Submitted on 18/06/2025 at 12:20
Published on Care Opinion at 12:20

Dear Boudcca,

We are very sorry to read your comments and can only apologise for any upset caused.

We are aware of an issue with the appointment system and are working hard to resolve this.

Please contact our PALS team on 01792 531275 or by email at SBU.Morristonpals@wales.nhs.uk. If you leave them your telephone number and ask for it be passed to the Pathology Management Team, we would be more than happy to give you a call.

Kindest regards.

Pathology Management Team

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

Update posted by Boudcca (a service user)

Thank you for your reply. There are often problems with computer systems and with appointments and I appreciate this.

Yes, it was extremely irritating to be dismissed and refused an appointment I had made over 2 weeks previously and then having to return the following day. I, like so many others, lead a very busy life.

My main issue, however, was with the attitude of the receptionist. There was no apology when I phoned to confirm my appointment and only a half hearted "Sorry, love" when I asked for one.

I very much object to being called "love" by anyone. Are they not aware of how derogatory and patronising this sounds, especially in the light of today's culture?

I am retired now but cannot imagine being called "love" in my previous professional life.

I very much hope that my comments can be conveyed to this receptionist and to all those who behave in a similar way.

Thank you.

Response from Marcia Buchanan, Patient Experience, Swansea Bay University Health Board last week
Marcia Buchanan
Patient Experience,
Swansea Bay University Health Board

Submitted on 26/06/2025 at 13:21
Published on Care Opinion at 13:21

Dear Boudcca,

Thank you for bringing these issues to our attention. I re-iterate my earlier apology and confirm that as a service we will review the concerns you have raised.

Should you have any further concerns or wish to discuss this matter further, please contact the PALS team on SBU.MorristonPALS@wales.nhs.uk or SBU.Complaints@wales.nhs.uk who will be able to assist.

Kindest regards

Pathology Management Team

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k