Collections with adults who are nervous and fearful

“[The collector] puts me at ease when taking my bloods as I don’t like needles or blood. She keeps me reassured which takes my mind off having the needle & blood taken.”

Consumer

Many adults are fearful and anxious about visiting a collection centre. Sometimes this is about the needle, about blood, or about being in a health care setting. It’s important that we do not shame anyone about their fear and take a compassionate approach. If we don’t, people often avoid having blood tests, and often with significant consequences to their health. “I’m so scared of having a blood test I haven’t had one for seven years – I’ve got stacks of request forms piling up.” Consumer

“You feel like you’re being a problem… the longer you wait the worse you get, the more stressed and anxious. Hot and stressed” Consumer

Here are several things we must avoid:

• Shaming someone about their fear or minimising their fear. This can sound like saying “it’s not that bad” or

“just be brave” • We should never ask people why they’re scared.

Instead, try to calm and assure the patient to help them through the procedure.

What helps

Providing a way for people to indicate their fear in advance or to discreetly signal to staff a different

approach is needed. As a consumer told us, “I wish I could tell them in advance that I’m scared of blood tests and avoid having to go through explaining myself... sometimes to be told ‘it’s not that bad’, or ‘we only give butterfly needles to children.”

Asking people if there’s anything that has helped before

and following the person’s advice (e.g., asking for a butterfly needle, to lie down).

Offer choices and remind the person they can stop at

any time to ensure the person feels in control of the experience (for example, the choice of sitting or lying down, or being in an open or closed space).

If the person isn’t sure what could help or feeling

overwhelmed, offering practical suggestions, such as:

• Lying down, • Listening to music or watching a video, • Taking deep breaths, • Bringing along a support person who can distract you.

What hinders

Minimising people’s fears through saying things like “it’ll be okay” or “it’s not that bad”.

Telling someone off for not having prepared properly

(e.g., drank enough water).

“Sometimes they [collectors] tell you off for not drinking enough water. I don’t know where to get advice about how to prepare, it’s stressful when you’re unwell.” Consumer

Making the person feel like a problem, for example, by sighing, rolling your eyes or acting agitated or annoyed.

“I am very nervous when I attend, [the collector] makes me feel very comfortable…is very caring and gives a great needle. She is very professional.”

Consumer