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Original feedback for

Bungay Medical Practice


Only scoring a 3 because of second encounter

I was advised by a nurse practitioner that needed to complete a urine sample on Monday morning, I arrived at 8am and came in to reception, nobody was at the desk, I waited for some time and then rang the doorbell next to reception. I could see and hear lots of staff in the room behind reception but nobody came. I waited a while longer and then pressed it again. After a wait a woman with brown hair came storming into reception, I said ‘hello I am here to do a urine sample’, she opened the glass divider and said ‘sorry?’ In a moody tone. I repeated myself and she grabbed a sample pot and bag and handed it to me saying ‘when you are done, put it collection point by the door’. She was about to walk away, when I asked ‘sorry where are the toilets?’ Through those double doors is all she said. I walked towards the only double doors that I could see, which suggested it was private access but there was no way I wanted to ask her again! I came to an unlit hallway and had to turn my phone torch on to find the toilet on the right. When I returned to reception I looked for the specimen collection point by the door but couldn’t see it anywhere. I had also realised that there was no information on the sample pot to say that it was mine, I pressed the doorbell again, this time a lovely young lady came to reception, I asked her how I add my details to the pot and where I should put it, she very helpfully passed me a sticker and a pen and explained what information I needed to add. She also handed me a basket from behind reception for me to put my sample in. Both of those things needed to happen in order for my sample to actually get somewhere. Had I just done what the First Lady had said then I would have ended up putting an unlabelled specimen possibly in a newspaper rack by the door! I am a nurse myself, so I know the standards we should be meeting in the NHS. This didn’t come close to meeting them. Had I have been elderly or disabled, I may have had an accident in that dark hallway. I understand it was early, but the first thing you do is turn the lights on when you start a shift?