"Blood test with a smile"

About: Heatherwood Hospital

Thank you to the phlebotomist I saw this week at the drop in clinic. Before he even started working at 8.30, there were over 20 people waiting to be seen and he was working alone due to illness. Despite the queue and the pressure, he was fantastic at keeping the waiting room informed of the situation and ensuring we had realistic expectations of waiting time. He regularly reinforced this information, acknowledging that new patients were arriving. When I was finally seen, I expected to meet with someone a bit flustered and stressed at the looming workload outside his door. To his credit he was polite and happy, greeted me warmly and did a fantastic job. I normally end up being treated like a pin cushion due to my deep hidden veins but he got it in one and all in all, even though I waited two hours, I left happy with the care I’d received. I just wanted someone to be aware that, for me, he did everything exactly spot on and should be credited for it.

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Responses

Response from Heatherwood Hospital

Dear Debs Thank you for taking the time to leave feedback regarding your visit to our phlebotomy service at Heatherwood Hospital this week. I will pass your lovely comments onto the phlebotomist this afternoon and I'm sure he will be delighted to hear he provided a good service. We are aiming for this experience for all of our patients, where we communicate well, share information and treat our patients with care and compassion. I would like to apologise for the waiting time though, it sounds like it was unavoidable on this occasion and was managed well. Kind Regards Claire Marshall Associate Director of Patient Experience and Public Involvement

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