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Care Opinion

Phlebotomy Services

Posted By AlienRipley

"Phlebotomy Services"

About: Royal Derby Hospital

(as a service user),

I ended up waiting for over 90 minutes, whilst people were dealt with much more slowly than usual. I appreciate that resources can be overwhelmed at times, but what annoyed me is that there must have been at least a dozen different laminated notices on the walls, none of which clearly stated what the anticipated wait time would be. At one point the queue was so long that they stopped issuing new tickets for the queue. However, it wasn't clear to people arriving what the situation was, adding to people's frustration.

How about having one large, clear notice which tells patients what to do, what to expect, and what the wait time is? Maybe indicate quiet times and locations of other phlebotomy services?

In summary: stop adding laminated notices and think about how you would like to be communicated with if you were a patient.

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Responses

Response from Kerry Than, Complaints and PALS Lead, University Hospitals of Derby and Burton NHS Foundation Trust 4 years ago
Kerry Than
Complaints and PALS Lead,
University Hospitals of Derby and Burton NHS Foundation Trust

Submitted on 04/02/2020 at 11:27
Published on Care Opinion at 15:08


Good morning

Thank you for contacting the Trust about your recent experience within the Royal Derby Hospital. I would firstly like to say that I am extremely sorry that you have had cause to complain. I appreciate that you will not have done so lightly and I would like to thank you for bringing your concerns to our attention. Your feedback is valuable in assisting us to identify areas for improvement.

I would like to invite you contact the PALS office to discuss the matter further on 01332 785156. The PALS office is open Monday to Friday from 9:00 to 4.30. You can attend without a prior appointment during the office hours, or ring to make an appointment if it is more convenient to you.

If you would prefer to email, please use the following address to write to and we will feedback the outcome from our investigations in due course;uhdb.contactpalsderby@nhs.net.

Patient Advice and Liaison Service (PALS).

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