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Utter confusion in Phlebotomy at Trafford Gen

Story from nhs.uk

"Utter confusion in Phlebotomy at Trafford Gen"

About: Trafford General Hospital

Booked a scheduled time on the telephone to have my blood taken.

Turned up 10 mins earlier. No one on phlebotomy reception. There is a sign saying, take a ticket and take a seat.

Only problem, is there is no ticket machine and no staff to explain.

Patients are waiting in utter confusion, unsure if there appointment has been booked in correctly as staff are just running really late.

I am writing this in the waiting room, and have waited 30 minutes and am not even confident I have been booked in correctly and on the list - and no one will tell me. Don’t enjoy going to hospital as it is-and you at least expect a degree of a organisational competence.

Absolute farce!!!!

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Responses

Response from Trafford General Hospital 4 years ago
Trafford General Hospital

Submitted on 24/09/2019 at 16:46
Published on nhs.uk at 18:06

We were extremely sorry to receive your comments and concerns on 12th September 2019 via the NHS website with regards to your experience of the Phlebotomy services at Trafford General Hospital. We are particularly saddened to hear of the confusion you experienced.

Ms Wendy Garwood, Service Manager for Outpatients at Wythenshawe, Trafford, Withington and Altrincham Hospitals would like to assure you that your concerns have been raised directly with the teams involved.

Mrs Garwood, has explained that the Phlebotomy Service at Trafford is transitioning through a change of service. As part of the service transition, the Phlebotomy Service at Trafford General Hospital moved on the 19th August 2019 to a new refurbished department.

Mrs Garwood has explained that there are two signs in the Phlebotomy Reception area, one for patients who have an pre-booked appointments and one for patients who attend from the Outpatient Department or for patients who attend for urgent blood tests.

Mrs Garwood has explained that patients with a pre-booked appointment, are requested to take a seat and they are called for around the time of their appointment.

Patients attending from the Outpatient Department or for urgent blood tests, are advised to take a ticket and wait for their ticket number to be called by a member of staff; Mrs Garwood has explained that a number display system is planned to be installed in the new department in the near future.

Mrs Garwood is disappointed to hear that the tickets were not available and also there was no communication about any delays by the Phlebotomists when you attended the Department on Thursday 12th September 2019.

We take all issues and feedback seriously and as it is still early days in the change to the service and we will ensure that your feedback is used to improve the signage and ensure the signs are clearly visible and the Phlebotomist teams regularly communicate waiting times to patients.

If you would like to discuss this with us in more details, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by emailing pals@mft.nhs.uk.

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