"Intimidated by member of staff"

About: Erith & District Hospital / Phlebotomy

(as the patient),

First of all the phlebotomist did not introduce themselves to me or state their job role which is a very basic thing one might expect from healthcare staff. I work in a hospital and had just come off a night shift, I asked whether my arm might be cleaned first with an alcohol wipe. The curt response from phlebotomist was that it is not their policy to do this and that I could 'go wash my arm at the sink'. I explained that last time I had ended up with phlebitis. The phlebotomist immediately became combative, rolling their eyes and asking how it was their fault if everything they used was sterile.

On my way out I remarked to the senior nurse on reception that I thought the phlebotomist was both rude and unprofessional. Next moment, the phlebotomist is charging out towards me in front of all the other waiting patients, raised voice and wagging their finger. The phlebotomist got right up in my face and demanded to know why I was saying these things. They were attempting to intimidate me and claiming I had accused them of using dirty equipment, and actually reduced me to tears with their aggressive tone before they were physically dragged from the area by a colleague. I would rather sit on a bus for an hour to Sidcup than use their services again.

I will say that the senior nurse behind reception was excellent, she gave me the details and advised me on how to make a formal complaint about this intimidating, abusive and unprofessional member of staff.

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Response from Erith & District Hospital

We were very sorry to read of how unhappy you were with the Phlebotomy Department when you visited Erith & District Hospital. As the Senior Nurse advised, please can you contact us so that we can look into the concerns you have highlighted. Thank you

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