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Care Opinion

Blood Test Department

Posted By NiaP

"Blood Test Department"

About: Edgware Community Hospital / Trauma and orthopaedics

(as a service user),

A person taking bloods offered me no form of greeting, 'told' me to put my jumper on a hook. Then gave confusing instructions. I said the veins in my left arm are difficult to find, and the right is easier. They gave confusing instructions telling me to hold my fist tight, then telling me off when I did.

They started prodding repeatedly the side of my left arm. I have never had this done before. I told them no one has taken blood from that area before. They got very angry and accused me of telling them how to do their job. They ranted about how they had lots of experience and knew their job. I repeated what I actually said, but they chose what they understood. Its a reaction only an insecure person would have. Nasty. This person got so wild I told them I didn't want them to take the blood. So they gave my form to another person with a word in the ear about how unreasonable I was.

This other person became equally aggressive. They tried to use a thick needle and I rejected it. When they asked if it hurt I said no, so I felt them unnecessarily increasing the pressure on the vial. So that it would hurt.

It seems clear to me that these two people did not have competency in English. They do not fully comprehend what is said. Or they choose to misinterpret. The first of these two members of staff has always taken forever, causing both pain and severe bruising. I find them useless, arrogant and nasty, blood suckers like vampires, miserable people who hurt patients.

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Responses

Response from Richard Chester, Deputy Director of Patient Experience, Royal Free London NHS Foundation Trust 3 years ago
Richard Chester
Deputy Director of Patient Experience,
Royal Free London NHS Foundation Trust

Submitted on 29/10/2020 at 14:50
Published on Care Opinion at 19:09

NiaP

I am sorry to hear of the experience you have left on Care Opinion; the care you describe does not meet the standard we aspire to. Please accept my apology and I hope this has not put you off seeking a blood test from the service in the future.

Kind Regards
Richard Chester

Deputy Director of Patient Experience

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

Update posted by NiaP (a service user)

The response from Mr Chester must be some sort of joke. No one would seriously say they hope this hasn't put me off? I do not make complaints for fun. And being harmed has a way of putting people off. Perhaps the edited version of my original complaint has underplayed what happened. Therefore, I will update and summarise as follows:

3 days since my blood test I still have a bad bruise on my arm. Along with pain and numbness in my arm and hand. Generally I do not bruise at all, so this is irregular. It is unnecessary suffering caused by the act of a member of staff.

This arose from the staff's misunderstanding of what I said. They either have or chose to have poor comprehension of English. Their misinterpretation must have been the basis of their anger towards me.

The first member of staff's behaviour: standing over me, ranting and glaring at me, whilst ignoring what I said, suggested a poor attitude. They misinterpreted my helpful and factual comment as a personal challenge. Staff should behave courteously, professionally and consistently with all patients.

I do not have confidence to return to this centre. The person who harmed me did so in what felt like a passive aggressive way. In that setting it is extremely easy for staff to treat patients in a way that amounts to assault. Especially if they raise a complaint, as I have.

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