Blood test delay – well handled?

July 19, 2013 at 11:47 am | Posted in Me | 2 Comments
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I went into the surgery for my blood test yesterday. I got there in good time and signed in, waited until ten minutes after the appointment was due and went up to the desk to make sure the auto sign-in had worked properly. The receptionist asked who the appointment was with and I didn’t know as it wasn’t my usual nurse, so she found me by my name and assured me I was signed in. I then asked her whether I was the next patient and she said there was one person in front of me.

While not delighted, at least I knew there was a delay so I went and sat down again. Ten minutes later another receptionist called out ‘Is Pollyanna Penguin here?’ and I went up to the desk. It was now 20 minutes past my appointment time. She explained that the nurse I should have been seeing wasn’t in and that another nurse had hoped she could see both sets of patients but was (understandably) running late. She assured me I would be seen if I wanted to wait, but said that otherwise they could re-book for a week’s time, if that was OK.

This is a vast improvement on the way things ran a year or so ago, when the receptionists would just let you sit there all day, and if you went up to ask what was going on they didn’t know! I’ve had a couple of bad experiences like that in the past, so I thought this was a pretty good way of handling it.

The only thing is … when I went up to ask after ten minutes they knew the situation, so I wish someone had thought to tell me then. I know, I know – it’s only another ten minutes, right? But still, I had a busy day yesterday and I could have spent those ten minutes more productively at work than sitting in the doctor’s waiting room playing Angry Birds and feeling like one too!

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