We can’t complete a collection

“[I] wondered about the skill [of the collector] as he had a lot of trouble gaining access. All up the collection took well over 30 minutes. When [I] asked if there was another staff member available, [I] was told no and that to give him a chance.”

Consumer

Sometimes we may not be able to complete a collection or locate a vein to proceed with confidence. This could be due to a number of reasons, but regardless of the reason it is important that we seek consent to continue if appropriate and always explain what is happening. When working in a team reach out for assistance.

Here are several things we must do:

• Apologise when we can’t access the vein and are unable to proceed • Always notify the NUM or referrer if you are unable to undertake the collection for any reason • Seek consent to continue trying (e.g., “is it okay if I try again?”) • Listen to the patient’s insight about their veins and their preference, combining that with your own knowledge • Document why we were unable to initiate or complete the collection

As Michelle from Sydney South West explains: “We listen to the patient and go where they’re telling us (for example, a different vein to the one they receive chemo into). However, we don’t go in if we can’t feel the vein. When someone tells us their preference and we’re not sure, we might say, ‘I understand, do you mind if I just have a look at the other side?’”

What helps

Asking for help from colleagues. As the patient story on the previous page describes, consumers and carers want to see our staff asking for helping instead of trying to ‘go at it alone’.

Offering water and/or a heat pack. Ensure they are not required to fast for the test before offering water.

Apologise for the inability to complete the collection. Apologise when we can’t access the vein, for any extra time it has taken and for any discomfort of the patient.

Offer to try again tomorrow. If you have tried a second attempt and help from a senior collector, ask them to come back tomorrow to try again and advise them to drink plenty of water if it is not a fasted collection.

What hinders

Blaming the person for their lack of preparation or poor

veins. It is never okay to blame the patient, and remember they may not know how to prepare.

Not listening to the patient if they have advice about

best arm. If they are providing advice, they may know their body well and what works for them. Acknowledge and use their advice, combined with your expertise.

Not reaching out for assistance. If you’re unsure about proceeding with the collection, not seeking assistance from a more experienced staff member could impact on the procedure.