"nothing.I went for a blood test ..."

About: Lister Hospital

(as the patient),

What I liked

nothing.I went for a blood test on Friday 12th Feb.It was a fasting blood test. I was told that the wait would be 40 minutes. After an hour I was still waiting. People where coming in after me with letters that obviously knew the staff and where put through right away. After an hour an a half I asked what was going on to be told that I 'just had to be patient.'As it was a fasting blood test I was starting to feel rather unwell. I was eventually seen and the person who took my blood told me I should have complained! I told them that I did but was told that I had to wait.

What could be improved

I do understand that some blood tests take priority over others but it is not fair when people come in that clearly know the staff and cue jump. if my test had not been performed when it was it would have gone over the 14 hours fasting time and the test results would have been invalid. A better system needs to be put into place.

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Response from Lister Hospital

Thanks for your message and we're sorry that your experience of the Lister's blood clinic was not a good one. Having spoken with our colleagues within the team, we wonder whether or not this is an issue of poor communication?

While our blood testing clinics are very busy, walk-in facilities, there are patients who arrive with timed appointments for specific services - for example anti-coagulation and haematology outpatients. These patients are often regular visitors to the department and would be well known to the staff.

Outside of these groups, there is a strict and absolute policy that patients are seen on a first come, first served basis. Your allegation that our staff may be choosing to allow patients they know to queue jump, therefore, is a serious one that we would ask you take up formally with us through the Trust's complaints process so that it can be investigated.

While we have no evidence to even suggest that this is happening, we would want to make sure that your concerns are taken up on your behalf. We would be grateful, therefore, if you would e-mail the Trust's complaints team on patcomplaints.enh-tr@nhs.net.

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