Someone returns for a recollection

“One time staff did not know the protocol of the blood requested, they ended up having to call me to come back for another 2 hours to do the test.”

Consumer

Before someone is offered a recollection (a home collection if possible, to minimise inconvenience) there must be an open and honest dialogue about the mistake that led to the need for a recollection.

It is important to remain calm and respectful as some consumers may be agitated and upset by the requirement to return for another collection. Here are several things we must do:

• Make the person comfortable, start by thanking them for coming back in and acknowledge the error without discussing the reasons • Avoid being defensive or blaming another colleague or department (e.g., “it wasn’t us, it was x.”). Consumers and carers see us as one pathology service and it’s important we act like one

What helps

Focusing on caring for the person, rather than bringing up what happened.

Ensure they do not have to wait. You may need to inform someone of their arrival, so they will not have to wait. Be considerate of their preferred time of return and try to accommodate.

Apologising. An apology for the recollection is very important and thank them for returning.

Being honest about the reason for the need to recollect

if asked and if you know the facts but don’t dwell on the fact.

What hinders

Being defensive about the situation and the need for the recollect.

Criticising other staff members. Don’t criticise other collection or lab staff, just apologise for the error.

Never indicate that the patient is to blame. Regardless of the need for the recollection, do not blame the patient.

“I require quarterly blood mutation tests as result of being diagnosed with Chronic Myeloid Leukaemia in 2016. I am very familiar with the number of vials required for these tests. On my most recent visit I queried the number of vials in the tray as there were only 2 or 3. I said to the person taking my blood that there are usually at least 4 vials required. She went off and checked the computer and came back and said that I only need what she had in the tray. I again said, “well I usually have at least 4 vials and I’ve been having these tests for about 5 years”. She assured me that was all that was needed. About an hour or so later, after I had got back to work, I received a message from the centre that I was right and would need to go back and give more blood. At this point I was quite annoyed as this was the third occasion this had occurred. I did receive an apology and returned to centre yesterday so the required blood could be taken and again received an apology for the incident.”

Consumer