"getting blood tests"

About: Epsom Hospital

I have had my bloods drawn many times at Epsom Hospital and am always greeted by friendly, reassuring faces.

Not today though (15/09/2015).

I had to get some bloods in preparation for seeing the consultant the following week.

I had arranged through work to leave early and called the hospital and checked the website to see what time they closed.

I found on the website that they finished at 5pm and also was told by switchboard the same.

I sat in traffic for nearly an hour and arrived to get my bloods drawn at 4.45pm.

I found that the waiting room door was shut and locked and lights off.

I knocked on the door that I knew led to the area where they take your bloods from. it took a couple of minutes for anyone to answer.

I was greeted by a rather rude person who huffed as they opened the door and immediately said "we are closed".

I was confused and looked at my watch.

I noted that it was approximately 4.45 and stated this. This member of staff very rudely looked at their watch and said no, its 4.47.

I explained the above but they said that wasn’t right and the hours were 8.30-4.45.

I said that even if that was the case, they must have closed up early as I arrived at 4.45 and the doors were locked, lights out, etc.

They again said that they are closed and there was nothing they could do as the bloods had "already gone up".

I felt very frustrated as this person stomped off back into the room from where they came, slamming the door open as they did.

I then got out my phone as I was going to have to try to arrange to leave work early again given this.

The same member of staff then opened the door and grunted to me to come in.

I was greeted by a very friendly person who seemed nervous.

The original member of staff then barked orders and when they queried what and how many tubes they needed to get of blood the member of staff was again rude to them and me.

as I waited for them to draw my blood there was a knock on the door.

I heard the member of staff (who I would note was not wearing a name tag) grumble again and opened up the door saying "we are closed" in a very rude voice.

I heard another person say, I work here and seemed to be explaining that a patient from the outpatients department needed bloods done.

They begrudgingly did this.

The person who was drawing my blood was very friendly and professional and I have no issues with them.

The member of staff who opened the door however was very rude and unwelcoming.

I myself am a nurse (although I have not practiced for many years) and I would never have treated a patient in the way they treated me!

I would suggest that the hospital explain to this person the appropriate way to deal with patients!!

I would like to point out that I have no issues with any other part of the hospital.

I see consultants and nurses from 6 different areas in the hospital (including radiology) and have always been treated with respect and as I would expect.

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Response from Epsom Hospital

We're really concerned to hear that you had this experience with a member of staff, but we thank you very much for taking the time to send us this detailed feedback. Could we please ask you to send this on to our

Patient Advice and Liaison services (PALs) team via pals@esth.nhs.uk to help us look into this matter further? Many thanks,

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