"Differing information"

My children were referred for blood tests to screen for coeliac disease  at Children and Young People's Unit Queen Margaret Hospital.

We were early and met by two members of staff (light blue uniform). We were only offered a cold spray before they had their blood taken. Our hospital letter did not have any information about being able to collect numbing cream before our appointment.

We were told by the staff that the cream takes an hour to work and therefore the children could not have it before their bloods. Although we had arrived early. It seemed like they were keen to finish the appointment early. One child managed to have bloods taken and the other did not. It was really not a good experience for either of them. They only allowed the child who had blood taken to choose a toy from the box. 

The staff member advised I could collect numbing cream from a pharmacy before our next appointment. However, when I visited a pharmacy they assured me they did not provide this. When we received our appointment letter this letter did contain an information sheet. The sheet told us we could collect the cream from the children and young person's unit at Queen Margaret. 

Before our follow up appointment, I visited the clinic and the staff seemed surprised I was there. After a short wait I was given the cream. Their next appointment was very smooth. There was a play worker at this appointment and both children had a better experience and crucially they managed to take blood from both children. 

The youngest child required a second appointment to have blood taken. I phoned the children and young peoples unit the week before and was told just to pop in and collect the cream. When I visited  there was no prescriber on the unit that day. There was a storm meaning appointments had changed. However, I got the impression there was not always a prescriber present in the unit anyway. 

The frustration came as the member of staff (in light blue) did not believe that the information sheet (I received in the appointment letter) said that I should visit the Children and Young People's Unit at QMH to collect the cream. The unit's dietitian believed I should get a prescription from the GP. 

This has been resolved and they are managing to get the cream for us before our appointment. This was very helpful and we are grateful. 

My main issue is the differing information we have been given along this process both in person and in print. Some staff members are not aware of the information patients families are being given. 

My child who did manage to have her blood taken at the very first appointment's bloods indicated coeliac disease. I received a phone call from a doctor who said she was confirmed coeliac and I should contact her GP. However when I contacted the GP they had to refer back to the hospital as she would need another blood test in order to diagnose the disease. 

This is another example of us being mismanaged.

Although none of this has caused actual harm, I feel I have to draw attention to this unit.