"Phlebotomy dept not person centred, flexible or..."

Anything else?

Hospital described as 'walk-in'. It isn't at least before 12 noon. Need blood test. Arranged my day to 'walk-in' Thursday am to Phlebotomy Dept.. Took ticket and seat, waited turn. Practitioner came out and reeled off a list of 5 or six names from a list none of which garnered a response. Saw me waiting with ticket. Said appts. only in the mornings therefore I could not be seen needed to come back after 12 or on sat am. I asked given non response to appt. list if it was at all possible to fit me in then and there. She said she would ask her manager. Manager came out reiterated apt only diatribe but I might be seen at 10.20 over an hour later although there might be possibility I could be seen earlier if a slot came up. Why not now I asked, given I was here, slots were available and I had arranged my time to be here not possible she replied my doctor should have explained how the system worked. Ergo it was his fault. Prime example of inefficiency, inflexibility and lack of person-centred care in NHS. Staff clearly working to lists rather than trying to accommodate the unexpected. Just what were they planning on doing whilst waiting for the appts to turn up? Just how many appts do they deal with and how many are no-shows. How many others turn up in the mornings as walk-ins and are turned away or have to wait for a substantial period of time to be seen? Why is there an apt system anyway given that the centre is supposedly 'walk-in'? Very dissatisfied as it is now for me to re-arrange my schedules, my blood test is effectively delayed impacting on decisions on my care. Furthermore the telephone number for complaints on the sheet of paper I was given appears to be no longer working. Absolute shambles!! Moreover phlebotomy is not listed below so have had to submit 'don't know' but I do indeed know which dept I visited

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Response from Royal Victoria Hospital Folkestone

Hello, We are very sorry about your recent experience. The phlebotomy service is next to the Walk-in Centre but it's run by East Kent Hospitals University Foundation Trust (EKHUFT). We'll ask the Walk-in Centre Manager to pass your comments to the person who manages the staff there, including your comments about the out of date complaints sheet, which again will relates to EKHUFT. Their Patient Experience Team phone number are: 01227 783145 or 01227 864314. Once again on behalf of the NHS we're sorry you had such a poor experience and would encourage you to contact the hospital trust's Patient Experience Team. Best wishes Customer Care Team Kent Community Health NHS Trust Tel: 0300 123 1807 Email: kcht.cct@nhs.net Website: www.kentcht.nhs.uk

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