"Out patient phlebotomy service"

About: Warrington Hospital / phlebotomy

(as the patient),

I had a truly awful experience! When I arrived the door was closed and the number was on 36. Some moved away during the wait. After 15 mins the number indicator started moving rapidly and several of us went in. There was already one person sat down and one person being seen too. The lady said to me " ticket please, sit down" and as I proceeded to put my bag down and remove my coat so she could maybe take the bold she re iterated "sit down" "letter please" she then barely waited while I pulled up sleeve and told me to clench my fist she turned to the drawers besides her and her backside pushed the arm that I was attempting to ready into my body. She turned and grabbed my arm and pressed the medicinal wipe HARD into the crease of my arm. She then tied on the tourniquet and I can only describe it a stab and took blood. She then removed the needle and pressed equally hard while she sought a cotton bud and some tape. she then gestured me from the chair and I had barely time to pull my jumper down and get my coat!

My mum is a retired nurse and I returned to her outside she asked if it had been ok, no, I said I may have been a piece of meat rather than a person! I have taken a picture of a 2cm square dark red bruise I have on my arm! I was not rude, said "thank you "!

I cannot believe this is what happened! I can only think that other people assume it normal to be bruised when having blood taken but having seen my mum as practise nurse for over 20 years I know it is not! This was my only interaction with the hospital today and it in my opinion it was atrocious! Where were common good manners and patience and a gentle handling of another human? I would love to be able to tell you her name but there was no introduction, no hello, no goodbye, no nothing...... There is something very awful about that setting! Perhaps they wouldn't have been rushing if not all of them had taken their break at the same time...is this the standard the manger of this department expects?

A small simple interaction that many have to go through everyday and not all of us enjoy it.... I didn't even get chance to say that I am scared! Very very poor!

Perhaps they should monitor elderly clients who go for this treatment as my arm is significantly bruised.

Get the small things right and the rest will follow... Patient experience. 0 hospital staff member meeting targets, hurting patient and ignoring them 10!

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Response from Alison Lynch, Deputy Director of Nursing - Quality and Patient Experience, Warrington and Halton Hospitals NHS Foundation Trust

I am so sorry to hear that you had a poor experience with us today and would really appreciate talking to you to get some more details so we can look into this further. If you would like to do this please contact us on patient.experienceteam@whh.nhs.uk or 01925 662281. In the meantime I have spoken to our phlebotomy manager to look into this immediately.

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Update posted by Pin cushion 14 (the patient)

I have contacted you through my private email so that this experience is not repeated,

Thank you reading and responding so promptly I hope we can resolve this,

Kind regards

Pin cushion!