"The attitude of phlebotomist"

About: Sutton Hospital

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I visited Sutton Hospital this morning for a blood test & was impressed at how quickly I was seen. However, the environment is dingy, the curtains around the bed spaces were hanging off, there was no option for confidentiality although I was only asked to confirm my name and date of birth

However I was most unimpressed by the attitude of my phlebotomist. I was asked if I had fasted which to be honest I had completely forgotten about so I said " no, I only remembered I should have when I heard your colleague ask someone else" to which she replied " yes you should have". Her tone was abrupt and cold, she hadn't once smiled at me or made any polite conversation to put me at my ease. On her first attempt she was unable to get blood and said " oh, you're one of those' to which I replied, "yes I am" as I knew she was referring to the fact that I was difficult to bleed. The point is other people might not have known that so what was her language implying saying" oh, you ,re one of those". I said that it looked a big needle but she dismissed this comment by saying, "no its a small needle" .She then said " you have small veins " which does attempt to qualify her comment but the context in which it was said and the fact that these were individual statements rather than part of a conversation make her manner appear very rude and dismissive.

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Response from Sutton Hospital

We are pleased you were happy with the rate at which you were seen at Sutton Hospital. We are aware the hospital site is not really up to the standard we expect and this is why we are reviewing relocating many of our services - but not all - to other trust sites. We are sorry our phlebotomist appeared rude and cold, she was most likely concentrating and focusing on the job in hand but it is always important to put patients at ease and we will pass on your feedback. Dr James Marsh Joint Medical Director

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