Pain or injury following a test

Whilst blood collection is a common minimally invasive procedure, in rare situations pain or injury may occur. This can range from bruising and pain at the insertion site, to haematoma and nerve damage. Although this is a rare event, we need to respond to the consumer’s concerns by ensuring the appropriate advice is provided and the incident is fully documented. Any report received from a patient or consumer should be escalated to the collection or laboratory manager.

Here are several things we must do:

• Listen to the patient’s concerns and understand the circumstances surrounding their pain • Ask them to monitor their symptoms and follow post collection guidelines (for example no heavy lifting) and report if they have ongoing concerns • Escalate to the collection manager to ensure they’re aware and document the incident in IMS+ • Ensure appropriate medical support is provided to investigate severity of pain, if required.

What helps

Provide an ice pack to help with any pain or injury.

Apologise that this has happened to them. Be empathetic and caring of the situation.

Active listening to understand when the pain began

without placing blame. Try to understand when the pain occurred so the appropriate person can provide the appropriate advice to the consumer. This may be provided by a medical professional.

If the pain occurs during the collection, cease with the

procedure and seek consent before attempting a second collection.

What hinders

Dismissing the consumer. Don’t dismiss them if they indicate that the collection was painful, or they experienced pain after the collection. Pain or injury can occur.

Being defensive. Pain or injury can happen, it does not mean it is anyone’s fault.