5/10/2010
Brought my father to polyclinic for blood test bcos the previous results showed that my father's glucose was abit high so the doctor wanted him to take blood test again...
We reached the polyclinic early at about 8.45am and the lab was soooo overly crowded! No choice but to wait for our turn... An unexpected incident happened and I was damn pissed off and wrote a comnplaint... Initially I wanted to send to Singhealth Polyclinic and MOH, however I couldn't find any email address of MOH, thus only send the email to Singhealth Polyclinic... Following is the content of the complaint email:
On 24 September 2010, I accompanied my father for his usual blood tests at Bedok Polyclinic as requested by the doctor in-charge. One of the laboratory assistants called for my father’s queue number. As my father was wheelchair-bound, thus having to squeeze into the room was a challenger, so usually we will wait outside the room for his name.
My father was being served by one of the laboratory assistants (a young Malay guy with glasses) and when he tried to extract blood from my father’s arm, he couldn’t manage to do so and at the same time making my father in pain. I think that this is totally unacceptable of a laboratory assistant and definitely not a professional one!
The laboratory assistant pulled out the syringe and inserted the same syringe on the same spot of my father’s arm trying to extract the blood, and again he was not able to. At that moment, he commented angrily saying “Your father kept moving, I can’t extract the blood, you ask the doctor to do it”. If it is because of his lack of skills in extracting blood, which is a basic skill one will expect of a laboratory assistant, he has no right to make such comments at the patient’s family, not to mention his rudeness and attitude!
From my understanding, once the syringe was being pulled out from the patient’s arm, it should not be injected as it might be exposed to germs. The laboratory assistant should have used a new syringe instead.
Secondly, as a professional on frontline, he should not make such comment in front of the patients and family members. He could have seek assistance from his colleagues sitting next to his workdesk for advice if he is new.
Thirdly, I feel that he is not skillful in terms of extracting blood from patients and this need to be look into, and is absolutely unacceptable and uncalled for. No family will like to see his loved ones’ arm be pricked twice for the unnecessary pain.
On 5 October 2010, I accompanied my father for a 2nd blood test as instructed by the doctor. My father’s name was being called so we proceeded into the laboratory room. This time round, my father was again being served by the same male Malay laboratory assistant and I had rejected it. However, I was told by the Chinese female laboratory assistant at the counter that I can’t choose the laboratory assistant I wanted, so I had no choice but to let my father “suffered” again from the same laboratory assistant who extracted his blood.
After the extraction, the male Malay laboratory assistant told us to wait outside for ECG. However from my understanding, the doctor as well as the laboratory form did not state that my father needed to do an ECG.
Awhile later, the laboratory assistant at the counter called for my father’s name again and asked us to go into the room, so I asked her what else do my father needed to do. She told me that my father have not gone for blood test inside yet. I was very shocked and told her that my father already went in for his blood extraction. I followed her into the laboratory room to have a check.
Upon hearing that my father had already done the blood test, the male Malay laboratory assistant was in shock and quickly went over to the box to retrieve the bottles/ syringes that contained the blood for investigating. He just stapled the plastic bag containing the 2 bottles with the laboratory form without even checking with me for my father’s name. I strongly believe that one of the procedures for clinics and laboratory (before extracting the patients’ blood) is to double check the patients’ names before starting any procedures on the patients. Shouldn’t this be done? In this case, why didn’t the male Malay laboratory assistant check for my father’s name to prevent this kind of incident from happening. Personally, I feel that this issue is very serious. How do we as family members of the patients be assured of the accuracy of the laboratory results? The lab test is the basis of any follow up and cannot definitely not be taken lightly nor be confused with other doubt that the bottles might even be messed up.
I am in doubt with the polyclinic’s laboratory procedures. I do not know if there were incidents that happened like this before and cannot even imagine that it can ever happen when Singapore is selling proud of having exceptional medical facilities and professional medical team!! Proper training of professionals and handling of patients’ laboratory investigations related work should be very accurate to the point and allow for not a single point of doubt. What if the result is messed and the wrong prognosis and follow up is carried out as a result? Who is then going to bear all the repercussions, maybe even fatal ones?
I hope the management can investigate and give me a reasonable explanation on the procedures done by the male Malay laboratory assistant. And I hope the management can look into the professionalism & skills of the nurses/ frontline staff to ensure that proper procedures are done to patients. We will like to hear the accuracy of the results and seriously, I cannot trust the results again. If the result has a large variance from the previous results, we will definitely pursue this further with higher authorities. Who can accept such mistake to put the patient in a disadvantageous position and pain once again!
Appreciate your prompt attention and reply to this please.
Thank you.
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On the way back home after the blood test, we encountered some frustrated issues like overly crowded lift and cyclists who kept ding-ing us on the pedestrian walkway... I even turned back and told them off "this is for people to walk, not to cycle!"...