Locality Phlebotomy Clinic Survey

University Hospitals of Coventry and Warwickshire Pathology Department

GP-USER-005 Locality Phlebotomy Clinics Survey Page 1 of 10

Locality Phlebotomy Clinic Survey

Objectives

The objective was to ascertain whether the arrangements put in place to support the locality clinics were working, and to get feedback from the clinics on any changes they felt would enhance the service provided. Areas covered were the training of staff, transport of samples to the laboratory, supply of consumables and where appropriate, an assessment of the service provided by UHCW phlebotomists.

Methodology

A questionnaire was sent out to the surgeries and pharmacies providing locality phlebotomy clinics who participated in the first phase roll out of locality phlebotomy clinics.A copy of the questionnaire is included as Appendix 1.

A total of 20survey forms were sent out, 9 were returned which represents a 45.0% response. Surveys were sent to the locations listed in Appendix 2.

The questionnaire gave respondents the opportunity to rate some aspects of the service, as well as making comments to qualify those ratings. Respondents were also prompted for comments on any other aspects of the service they wished to raise.

Results

1. Quality of phlebotomy training

Rating / No. of responses (total=9)
Poor / 0
Satisfactory / 0
Good / 5
Excellent / 4

1. Comments on phlebotomy training

Comment 1. ‘Several people on the training commented that they have no first aid training. Hopefully this is something that will never be required, but may be better to have in place in advance.’

Response – First aid training is probably a useful addition to phlebotomy, especially knowing what to do if a patient faints. It would be up to the locality clinics to arrange this for their staff.

Comment 2 ‘The training was excellent but one day is not enough to experience enough to be able to take blood from a varied group.’

Response – This is why additional training days were offered to staff undertaking the training. We are happy for locality clinic phlebotomists to come into the hospital and work alongside our staff to gain experience.

Comment 3 ‘Some distance learning would probably cover more ground and be of lower cost, also it might be a useful preliminary.’

Response – We have decided to send some information to potential trainees, so they can do some preparation prior to attending the course. They would complete a questionnaire prior to the training session, and only undertake the practical work if it is felt they had understood the information they had been given.

1. Transport of samples to the laboratory

Rating / Responses
(total=9)
Not Satisfied / 0
Partly satisfied / 1
Completely satisfied / 8

Comments on Transport

Comment 1 ‘We only seem to have one bag, and the plastic liners are not replaced. It is fine by us but not quite what we anticipated.

Response – All samples should be sent in sealed plastic bags, so the liner should not need regular replacement. All surgeries/pharmacies should have two specimen bags. We will investigate whether there is one still at C&W for this location.

Comment 2 ‘Very good service’

Comment 3 ‘Service set up is excellent and working like clockwork’

Response – Obviously good to see comments like this.

1. Timing of transports to laboratory

All nine respondents indicated that they were happy with the timings of the sample pickups. No variations on the timings were suggested.

1. Satisfaction with the mechanism for delivering consumables

Rating / Number of responses
(Total=8, 1 no response)
Not satisfied / 0
Partially satisfied / 0
Completely satisfied / 8

Comments on deliveries

Comment 1 ‘So far we have not ordered any consumables, however we have enquired with our driver who informs us he does not deliver them. We are still trying to find out the procedures.

Response – The form for ordering consumables was e-mailed to all locations in February. I think that there is an issue here in that the consumables are prepared at C&W, and drivers delivering samples there also deliver consumables back to the clinics. The driver collecting from this location will deliver directly to UniversityHospital. A mechanism needs setting up for getting the consumables to this location. This was the location that did not respond to the question.

Comment 2 ‘Working well so far’

Comment 3 ‘Satisfied now after a shaky start.’

Response – These comments would suggest that the system is working in a satisfactory manner.

1. Service from UHCW phlebotomists

Rating / Responses
(1 response)
Poor / 0
Satisfactory / 0
Good / 0
Excellent / 1

1. Comments on UHCW Phlebotomists

None of the locations who responded to the questionnaire have UHCW phlebotomists providing the service on their site.There was one response and comment made in this section which probably applies to the UHCW staff who collect the samples, other than blood samples, from the service. The rating given for this service was excellent.

1. Additional Comments/Suggestions on the service

Comment 1 ‘II think we might start spinning some of the samples down ourselves.’

Response – The laboratory would be happy for this to happen. We are more that willing to give any help and advice that the locality clinic requires if they are contemplating doing this. The clinic itself would be responsible for the purchase and maintenance of the centrifuge.

Conclusion

The conclusion is that there appears to be all round satisfaction with the service. We need to ensure that all of the centres have their two specimen bags as arranged.

We need to investigate whether clinics whose drivers take samples directly to the University Site, have a mechanism for obtaining their consumables.

There is another issue that have been raised outside of this survey, but are probably worth including. One is that some locations are requesting consumables on a daily basis. We would request that they do not do this, but try to order on a weekly basis. Preparing the orders is a time consuming process for our staff, irrespective of whether it is a large or small order. We would be grateful for larger orders on a less frequent basis.

Thank You to everyone who responded to the survey. This has yielded some useful information and provided a degree of reassurance that what has been put in place largely meets the needs of the users.

Appendix 1

Phlebotomy Service Support – User Survey

1. How would you rate the training that your phlebotomy staff have received ?

Poor / Satisfactory / Good / Excellent

1. Please indicate in the space below if there is any additional information/training we can provide to your phlebotomists in order to help them carry out their job ?

1. How would you rate your satisfaction with the system for transporting the samples to the laboratory ?

Not satisfied / Partly Satisfied / Completely Satisfied

If you are not completely satisfied, please indicate the improvements you would like to see.

1. Do the timings of the transport meet your needs ?

Yes / No

If the answer is NO, please indicate your preferred timings. Please bear in mind however the need for transport delivering to the Coventry & Warwickshire Site to coincide with onward transport to UniversityHospital. These leave C&W at 10.00hrs, 12.00hrs, 14.00hrs, 16.00hrs and 16.45hrs.

1. Are you satisfied with the system for delivering bottles and other consumables to your location ?

Not satisfied / Partly Satisfied / Completely Satisfied

If you are not completely satisfied, please indicate what improvements you would like to see in the delivery service.

1. If UHCW phlebotomists are providing the blood collection service on your site, please rate the quality of service provided to your patients.

Poor / Satisfactory / Good / Excellent

1. Please provide any comments regarding the quality of the phlebotomy service provided

1. If you have any comments/suggestions on the phlebotomy services UHCW, please add them in the space below.

Thank You for completing this questionnaire. The information collected will be valuable in determining the way in which the service develops.

Please would you add your name and the location where you receive the service below. This is essential if we are to make best use of the information.

Thank You for taking the time to complete this questionnaire. Please return it to:

Mervyn Stokes

Assistant Pathology Manager/quality Manager

Department of Pathology

UniversityHospital,

Clifford Bridge Road

COVENTRY CV2 2DX

Or e-mail to

Please return by Wednesday 27th February 2008

If you have any queries about this questionnaire please contact me on 02476965449.

Appendix 2

The table below shows a list of locations that were sent survey forms:

Allesley Pharmacy
Alliance Pharmacy
Dr Bellamy - Henley Road
B J Chemists
Boots - RetailPark
Boots - The Precinct
Broad Street clinic
Cheylesmore clinic
Dr Dunn - Woodend HC
Farren Pharmacy
Goes Pharmacy Ltd
Dr Holton - Wheelwright Lane
Imperiun Pharmacy
Lloyds - Jubilee Cresent
Lloyds - Stoney Stanton Road
Lloyds - Earlsdon Street
Monarch Pharmacy - Prior Deram Walk
Monarch Pharmacy - Radford Road
Dr Rhodes - Mount Street
Ringwood Pharmacy

March 2008No Limit to CopiesVersion 1.0

Approved by: Mr C Holland