Enter and view: Royal Lancaster Infirmary Phlebotomy Service

Healthwatch Lancashire undertook an announced enter and view visit to Royal Lancaster Infirmary phlebotomy service on Tuesday 10 December 2024 and received feedback from 13 patients.

The phlebotomy team were welcoming to the Healthwatch Lancashire representatives. The service provides the taking of blood for the purpose of further treatment or medical investigation. Patients are referred by medical professionals such as GPs and consultants, and is a walk-in service. There is also an outreach service in various locations for those who may struggle to access the infirmary. 

External observations found the clinic to be presentable and functional, although it would be nice to see some planted areas to create a more pleasant feel. Interior observations found the clinic to be pleasantly presented, well-lit and accessible. 

Thirteen patients provided feedback to Healthwatch Lancashire about their experience using the phlebotomy service. Overall they were positive about their experience, with short waiting times, pleasant staff and convenience being mentioned. 

Parking was raised as an issue by several patients, especially a lack of sufficient blue badge bays, although it should be noted that this is out of the control of the phlebotomy service. 

The phlebotomy service does not currently have access to an interpretation service for those who may use British Sign Language (BSL) or for whom English is a second language. It is recommended that this is investigated for patients who may need interpretation services. The disabled toilet is in need of improvement to reduce health inequalities for those accessing services with a disability, as well as improving patient safety. 

Observations of interactions between the phlebotomy team and patients was good, with clear communication between staff and patients, and all staff appeared friendly and knowledgeable