"Positive and helpful experience, apart from one..."

About: University College Hospital

What I liked

My first outpatient experience at UCLH was enhanced greatly by the Gastroenterology team. The consultant was professional, friendly and explained things clearly so I could understand, which I appreciated as I was nervous. From the beginning the reception and nurses were welcoming and made me feel at ease. It seemed they had good communication between themselves and it was very straightforward.

The waiting room was clean and there were plenty of seats. When there was a delay, it was clearly said and written on the board.

What could be improved

When I went to have a blood sample taken in the Rosenheim building I got lost but when i asked a nurse they just waved down the hall to me and said down there in a rude tone, it would have been nice to be shown where to go.

After a ten minute wait, the same nurse then started the blood sample. I said that I was nervous and often got dizzy at injections but they said to not be a silly girl and as it was half four I was lucky to be getting it done at all as they wanted to go home. I greyed out as the needle went in and they said I was wasting their time and told me to go to the main building instead. I was quite scared and very dizzy from the experience and my arm was bleeding. They didn't swab it, they just said to go across the road (I didn't know where to go and had to walk slowly as I was dizzy.) I was really upset at the lack of empathy. They didn't even say goodbye.

However, when I found the main building and the right department I was treated by a lovely lady who talked to me as the blood was taken and had a calming effect, which I was most appreciative of. It was very painless and easy and she worked very quickly, even bringing me a glass of water.

I really wish the first blood nurse had not been so rude, it spoiled an otherwise positive experience. I certainly will be using the main building for any more blood tests in future.

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Responses

Response from University College Hospital

Thank you for taking the time to leave us feedback. We are pleased with the experience you received on Gastro care and will continue striving to provide care to the high standard you received. In regards to the unsatisfactory blood test you received, we apologise and will remind our staff to adhere to the Trust values. We are pleased that you received a positive experience the second time round.

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