"Nurses in blood test clinic were ..."

About: Manchester Royal Infirmary

(as the patient),

What I liked

Nurses in blood test clinic were fantastic: friendly, smiling and really reassuring.Little waiting time. Organised and done quickly and painlessly.Great service!

What could be improved

When I was waiting in the Suite it was not reassuring to find that a patient's notes had gone missing and 3 administrators were running around (in front of waiting patients in Suite B) trying to find the notes. It looks disorganised and unprofessional. The patient whose notes had gone missing had been waiting 2 hours. It did not look good to a new patient and I found this very offputting.

After my appointment I was then written to to tell me my tests needed to be repeated due to 'problem' in the lab. This was irritating. It is really inconvenient for me to 'repeat' tests because I have to take time off work to attend hospital. I work in Macclesfield so it is 4 hours of my time taken out. People need to realise that the hospital is not always on everyone's doorstep.

I know people are probably underpaid but nonone wants to be in hospital and so standards of communication and customer service should be of the highest.

I too also agree with someone else about phone contact. I left a message on the Secretary's answer phone and no one got back to me ever. I can also never get through to the switchboard. Sorry!

Story from NHS Choices

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