"Extremely disappointed"

About: Manchester Royal Infirmary

During a routine appointment I was required to provide a sample of blood. I was told to go to the waiting area ( The Foyer) and take a ticket. My number would be on a screen when it was my turn.

I took my ticket, numbered in the high 50's and proceeded to search for a unoccupied seat. Finally finding one I sat to wait my turn. Number 17 was at that time providing his/her blood sample. I expected I may be waiting for around 30-40 minutes until my number came up.....sadly I was oh so mistaken. After 45 minutes number 24 was giving his/her sample ! Yes you did read that correctly....7 patients in 45 minutes!!! Seems I was going to be in for a longer wait than I first anticipated........then came that magical time of day...Lunchtime...at which point the 2 or 3 phlebotomists became just one!!! Needless to say the crawl of patients being seen became all but stopped. I decided at this point I would go out for lunch because at this rate it could actually be supper time before I ate again !!!

I kept a tight hold of my ticket and went outside to find an eatery. It took approximately 35 minutes for me to get lunch. When I arrived back at the 'Foyer' waiting area number 44 was giving his /her sample. Yippee I thought not long now. Again I was wrong, I sat and waited for another 40 minutes before my number came up and I could give my sample.

My original appointment took just less that 15 minutes, yet it took over 2 hours to provide one blood sample!!!!!

I don't think it would be unfair to say that I think the Phlebotomy department are seriously understaffed, the waiting area is seriously lacking, not to mention distasteful and the waiting times are atrocious! !

Including travel, car parking etc.... my 15 minute appointment cost me 6 hours of my day.!!!

For a hospital as large as the MRI , serving the size of community it does, and with the glowing reputation it has in other areas, this particular area of providing a blood sample is dire to say the very least

Story from NHS Choices

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Responses

Response from Amy McCawley, Patient Experience Team, Central Manchester University Hospitals NHS Foundation Trust

We were very sorry to receive your comments and concerns via the NHS Choices website about your prolonged wait in the Phlebotomy department at the Manchester Royal Infirmary. We understand how frustrating and time consuming this is for patients and apologise that you have had an unsatisfactory experience of our services in this respect. The Phlebotomy department, as you will be aware, is an extremely busy area of the hospital and we make every effort to keep patient waiting times to a minimum as much as we can, however this is not always possible depending on the different needs and requirements of various patients in the department at any one time and staffing levels.

We take all issues surrounding patient care very seriously and would very much like to hear from you directly about this. If you contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk they will be happy to discuss this with you.

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