"Long waits at phlebotomy clinic"

About: Ipswich Hospital

(as the patient),

I arrived 0800 only 1 staff member working. By 0840 there are 30 people waiting and some more staff appear.

Bored of this happening almost every trip I ask the Phlebotomy Manager "when is the best time of day to come? " She answered "when we are closed". Nice one.

Seriously, why do you not measure arrival and waiting times so you can allocate your resource better? Why are so many of the people who pay taxes to pay for your disorganisation kept waiting for so long so they can lose earnings which are paying for your service?

You should know who arrives at what time and how long they are kept waiting. The rest of the world has been able to do this for 20 years, visiting this place is like a trip in time back to 1970.

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Responses

Response from Dominic Mundy, Patient and Carer Experience Manager, Clinical Directorate, Ipswich Hospital NHS Trust

Good morning,

Thank you ever so much for taking the time to leave your feedback, I can only apologise for the poor experience you have had whilst waiting for your appointment.

I have contacted the Phlebotomy team who will be able to address your concerns directly.

As soon as I hear back from the team I will be sure to contact you again through Patient Opinion.

In the mean time if there are any other issues that you would like to raise please dont hesitate in contacting me directly on dominic.mundy@ipswichhospital.nhs.uk.

Thank you again once again for your time.

Dominic Mundy

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Response from Dominic Mundy, Patient and Carer Experience Manager, Clinical Directorate, Ipswich Hospital NHS Trust

Hello,

As promised, Julian who manages the phlebotomoy team wanted to address your concerns directly:

'The comments about waiting times are reasonable and we acknowledge that the service described falls well below the standard we expect. Measures are already in place to address these problems and include the recruitment of additional phlebotomists and plans to provide separate phlebotomy services for GP patients and hospital patients from May this year. This will enable us to provide better services for patients of both GPs and the hospital. We are also looking at staffing levels and patterns of demand although staffing an ‘open-access’ clinic will not always find the right balance and can sometimes mean longer waits at the busier times.

We aspire to deliver an improved service and hope future experiences prove to be modern rather than historic.'

Thanks again.

Dominic Mundy

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Response from Ipswich Hospital

I am so sorry to learn of your very poor experience in the pathology department. I will take this up immediately with colleagues who run the service to make sure the service is improved. Jan Ingle, Head of Communications.

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