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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Just back from doctor's and am fuming and livid

340 replies

deckofcards · 30/12/2013 11:41

Before I write a formal letter of complaint, am I being unreasonable?

Went to doctors' before Christmas for a routine appointment and repeat prescription. Needed a blood test and to have ears syringed (have been going deaf). Dr gave me print out and told me to make an appointment with the nurse. Went to reception and asked for an appointment with the nurse which is what I thought I had been given.

Arrived this morning, having fasted. Called in by a sweet enough girl although she wasn't wearing uniform and didn't properly introduce herself as a nurse or anything else. She took my arm and sweetly put it on a pillow, told me I had very deep veins (which I know but it isn't usually a problem but sometimes a doctor has been called), tried the other arm using elasticated cuffs that were clearly broken because they kept popping open and she later said they were no good. She gave me a glass of water to hydrate me better for the veins (which I would have thought would take more than a mintue to work). Still no joy so she went to get a colleague to help her.

The colleague was the receptionist who leaned over me reeking of tobacco and tried to find a vein. I questioned this and was told she was also a trained phlebotomist. The original one then said they would have to give up as the vein wasn't pronounced enough but she would start on my ears. I asked if she was a qualified nurse and she said, no a health care worker.

I declined her offer to deal with my ears and said that I would prefer an appointment with a fully trained practice nurse.

I went out to make another appointment and have been offered one for today with the proper nurse for my ears and have another on Thursday morning for blood tests. I am extremely grumpy that my time has been wasted.

Am I wrong in thinking that if I am told to make an appointment with the nurse and ask for an appointment with the nurse I should be given an appointment with the nurse or advised either when making the appointment that it is not with a nurse. I certainly should not embark on treatment without being appraised of the full facts.

It was clear that the person I saw this morning was not capable or experienced, it did nothing to inspire confidence that she got the girl off the reception desk to help her (and who reeked of tobacco) and I left feeling cross, upset, disrespected and messed about. I would have thought as a minimum of a health care assistant is expected to take blood or syringe ears (and I think the latter is more of an issue actually) then there should be a fully qualified nurse on the premises to supervise, not the stinky girl from reception.

Is this really what healthcare has come to and surely I'm not being unreasonable to expect the tin to contain what it says on the label.

I am minded to make a formal complain to the surgery but needed to get that off my chest first and to take some feedback - hopefully from those who work in surgeries. Oh, and the receptionist/phlebotomist told me it wasn't just my time that was wasted from their side the healthcare assistant now had 30 minutes with no patient because she wasn't doing my ears. My response to that was that had I been told my appointment wasn't being made with the practice nurse in the first place that wouldn't be the case because I wouldn't have made the appointment.

Sorry - very long but I feel better for a rant - and even more that the entire episode was totally out of order. But am I being Unreasonable to think that.

OP posts:
Dumpylump · 30/12/2013 11:43

So the health care worker was going to syringe your ears, and had set time aside to do that, and you wouldn't let her?

LetsFaceTheMusicAndDance · 30/12/2013 11:46

I think you're massively over-reacting.

kinkychristmas · 30/12/2013 11:47

So you needed your ears syringed and bloods taken. Someone was available to syringe your ears and take your blood. What's the problem?

Lilacroses · 30/12/2013 11:47

I'm not really sure which qualifications you need for which procedures OP so it's hard to comment. I can understand your feeling a bit nervous after the problems with taking your blood. I know these things can be tricky but you would have thought they would have been able to find some solution to that....it must happen all the time.

RandyRudolf · 30/12/2013 11:47

I think I would have reacted in the same way to be honest.

You requested a nurse appointment. If they were unable to offer that you should have been told who your appointment was with leaving you the option to decline or rearrange.

StayAwayFromDeliriumDive · 30/12/2013 11:48

I think you are being a bit precious - sorry.

The HCW will be trained in ear syringing and you refused to let her do it. It's time wasting like this that costs the NHS millions of pounds each year.

Smelling of smoke isn't great though and is the only mild gripe that is justified.

Nanny0gg · 30/12/2013 11:48

Ears are very delicate organs and there is no way in hell I'd let anyone unqualified anywhere near them.

YAMostDefinitelyNBU.

The receptionist did not do what she was asked the first time wrt the appointment.

Write the letter.

Pobblewhohasnotoes · 30/12/2013 11:48

So you think because she was a health care assistant and not a qualified nurse she was not able to do the job in question?

On the ward I work on the health care assistants take bloods. Just because she was an hca doesn't mean she can't syringe your ears.

Original poster
deckofcards · 30/12/2013 11:49

Absolutely I didn't let her. She couldn't take blood from me, presumably because she wasn't experienced or skilled enough. I wasn't going to let her stick something in my ears because she might not have been skilled enough or experienced enough to do so. Also, if I had known my appointment was being made with a healthcare worker when I made it, I would have said "no the doctor said to make it with the nurse". I made an appointment with the practice nurse, I was given an appointment with a healthcare worker. If I make an appointment with a nurse, I expect to see a nurse. If I am given a healthcare worker I expect them to be able to the job properly and I certainly don't expect them to call in the girl off reception, who I have only seen working as a receptionist to come and help them. That does not inspire confidence to let them proceed with any treatment.

OP posts:
Holeinhouse · 30/12/2013 11:49

What is a "health care worker" and what are their qualifications?

Sleepyhead33 · 30/12/2013 11:49

Wll I don't think the faffing around with the vein would have inspired any confidence. I wouldn't have let her have a go on my ears either!
I think YANBU and would follow up with a letter.

Fairenuff · 30/12/2013 11:49

I think a health care worker would be doing the jobs she is trained to do, so YABU about that. And if the receptionist was a trained phlebotomist then who better to do the job?

Not sure what your problem is really, you are the one that wasted your own time by declining the treatment.

AmberLeaf · 30/12/2013 11:50

I think you should have been advised that your appt was with a HCA not a nurse.

But I do think on the rest YAB a bit U.

You chose not to have your ears syringed, if she wasn't capable of syringing ears, she wouldn't be doing them.

Some people are harder to take blood from, That isn't her fault. Two people tried and were unsuccessful. That shows IMHO that your veins are at fault, not them!

I can see why you felt grumpy, but you have new appts sorted already.

raffle · 30/12/2013 11:50

Her problem is that is wasn't a qualified nurse.

You are correct in assuming if you requested and booked an appointment with the practice nurse, then this is who you should have seen.

PaperBagPrincess · 30/12/2013 11:50

Might be mildly cross about this, but youre reaction sounds way OTT.

Bloodyteenagers · 30/12/2013 11:50

What is the problem with a health care assistant? Do you know what they do and how much training etc they have had?

paxtecum · 30/12/2013 11:51

YABU.
You may also find that many highly qualified consultants, ward sisters, professors etc actually smoke cigarettes too.

I have more of an issue with any perfume.
IMO all of it stinks.

Fairenuff · 30/12/2013 11:51

Sleepy there is always a faff about veins if you have ones like that. I do too and you just get used to it tbh.

Nanny0gg · 30/12/2013 11:52

NHS page for HCA qualifications and duties (if this is what she is)
www.nhscareers.nhs.uk/explore-by-career/wider-healthcare-team/careers-in-the-wider-healthcare-team/clinical-support-staff/healthcare-assistant/

MintyChops · 30/12/2013 11:52

YANBU, I would have been annoyed too and certainly would not have let her do my ears. You should have been given an appt with a nurse, as you requested and as your doctor recommended.

broccolirocks · 30/12/2013 11:53

She wasn't a girl, she was an adult. Health Care Assistants do lots of simple procedures with full training. Even doctors need help doing blood tests sometimes. And I would trust my 8 yr old to syringe my ears out!!

nancerama · 30/12/2013 11:53

I had bloods taken by a qualified doctor a few weeks ago - it was possibly the worst experience of my life. It took her several goes and we got through more cotton wool than I care to think about.

My experiences with HCA have always been excellent - they do so few procedures that they are very well practiced into the ones that they usually do.

Mrsmorton · 30/12/2013 11:54

You are so patronising! I detest being called a "girl" sweet enough or stinky, it matters not. You have a distinct sense of self importance. All complaints (certainly in dental practice) are looked at by the CQC when we're inspected so crack on and complain, I'm sure they will be delighted to read your whinges about girls being unqualified to carry out procedures and you not being able to demand an overqualified HCW.

Nancy66 · 30/12/2013 11:54

if you donate blood it's usually health care professionals who take it.

I also have very tricky veins and the best people at finding them are the ones who take blood all the time - in my experience GPS are the worst and hopeless at this.

3bunnies · 30/12/2013 11:55

I always see the phlebotomist for blood tests - generally they can find veins where doctors struggle because they do it every day. I am usually aware of this though when I make the appointment. I can see though why you might have lost some confidence. I guess calling in the receptionist depends on their training - as long as they were actually trained I wouldn't have a problem - it could be the practice manager filling in in the office as more staff are off for Christmas etc. I don't know that I would make a formal complaint though.