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Diabolical waste of time

Story from nhs.uk

"Diabolical waste of time"

About: East Surrey Hospital / Clinical haematology

6th December - Attended the Haematology dept for a blood test today, 3 routine patients seen in 60 minutes. I was number 27 in the queue. I understand there was a haematology clinic running but not satisfactory I'm afraid. An issue that needs to be addressed urgently.

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Responses

Response from Michael Rayment, Service & Quality Director, Frontier Pathology NHS Partnership, Pathology, Surrey and Sussex Healthcare NHS Trust 7 years ago
Michael Rayment
Service & Quality Director, Frontier Pathology NHS Partnership, Pathology,
Surrey and Sussex Healthcare NHS Trust

Responsible for all Laboratory services provided by the Trust

Submitted on 08/12/2016 at 09:29
Published on Care Opinion at 10:13

Dear Russell,

Thank you for bring this to my attention. I agree that doesn't sound very good at all and I am very sorry for the wait you expereinced. Let me check with the Phlebotomy supervisor on duty on Tuesday to check if there were any problems outside of our control and and I will reply back as soon as I can.

Kind Regards

Mike Rayment

Pathology Services & Quality Director

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Response from Michael Rayment, Service & Quality Director, Frontier Pathology NHS Partnership, Pathology, Surrey and Sussex Healthcare NHS Trust 7 years ago
We are preparing to make a change
Michael Rayment
Service & Quality Director, Frontier Pathology NHS Partnership, Pathology,
Surrey and Sussex Healthcare NHS Trust

Responsible for all Laboratory services provided by the Trust

Submitted on 09/12/2016 at 09:04
Published on Care Opinion at 09:09

Dear Russell,

Just following up on my previous reply.

On Tuesday 6th Dec we had 3 Phlebotomy staff off sick that morning, which is very unusual. The effect of that was that we were short of staff for both the Hospital ward rounds and the OPD Phlebotomy clinic. It was also a slightly busier Haematology clinic than usual and those patients are prioritised as they need blood tests before seeing the Haematology consultants.

All of these issues contributed to your extended waiting time and poor experience for which I sincerely apologise.

One other factor is the limited space we have available for phlebotomy clinic activities, which restricts us to 3 phlebotomists in the room. However, we plan in the new financial year to redevelop that area to provide more clinic rooms for the Haematology patients and more Phlebotomy rooms which will enable us to increase our staff to help reduce waiting times for all patients.

I am sorry for your very long waiting time on Tuesday but that was not a typical day and I trust that you will have a better experience when you next visit.

Best wishes

Mike Rayment

Pathology Services & Quality Director

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