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Care Opinion

Unnecessary delay

Posted By Annie 2020

"Unnecessary delay"

About: General practices in Greater Glasgow & Clyde NHS Greater Glasgow & Clyde

(as the patient),

Contacted by my practice nurse ask to make an a appointment for repeat blood test due to a slight reduction in kidney function 

Tried to do this via the GG&C phlebotomy hub number supplied by practice nurse 

After three days  of trying to access the service I am still unable to make an appointment 

Hub number dialled at least 10 time daily holding on for between 15 and 30mins each time . 

I believe this is an unacceptable level of service and has caused an unnecessary level of delay in me have my blood test performed 

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Responses

Response from Nicole McInally, Patient Experience and Public Involvement Project Manager, PEPI, NHS Greater Glasgow and Clyde 2 years ago
Nicole McInally
Patient Experience and Public Involvement Project Manager, PEPI,
NHS Greater Glasgow and Clyde

Submitted on 30/08/2021 at 13:31
Published on Care Opinion at 13:31

picture of Nicole McInally

Dear Annie 2020

Please accept our apologies for the difficulties you have experienced in contacting the Phlebotomy Service Single Point of Access Number. I have checked with my colleagues and unfortunately we were experiencing high call volumes and wait times. At the time our Telecoms Team were unable to put a message on to alert patients and staff that they were in a queue and how long they were likely to wait. As a result of this, we had asked GP’s and health Centres to arrange appointments on behalf of their patients. I am sorry that this information was not shared with you. I can now confirm that the issue has been rectified and that the current wait times last week were between 3-7 minutes.

Kind Regards

Nicole

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