"Efficiency without the human touch"

What I liked

This is local community hospital with walk-in centre located on the same site.

What could be improved

The phlebotomy service at this hospital opens early but it does not pretend to be anything other than a processing service. People skills are very poor with staff in this service.

There are 'rules' to use this service that are not advertised anywhere but in the waiting room. I sense a control freak trying to make the service run at peak performance, which make patients feel like just a number and inferior. This should be reviewed immediately. Patient-centred services, anyone?

Reception should be open when the phlebotomy service opens. I had a sample to drop off at the same time as giving my blood. I had to wait 30 minutes for the walk-in reception to open up to then queue for a few more minutes. Totally unnecessary but phlebotomy service reception would not take it so had no other option.

Anything else?

Phlebotomists are not always the pleasantest of people but here at this hospital they are purely interested in taking your blood. No forbidden chit-chat or even telling them which arm you normally have blood taken out of it. Woo betide you suggest they might have difficulties in taking blood (when you have deep veins) - they seem to take it as a personal insult! Not very professional but probably just an example of your new "NHS"!

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Story from NHS Choices

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