"Rudeness and Lack of Professionalism"

Let me start by saying that I have the utmost respect for people working in the healthcare industry, two of my siblings are nurses. However, when we visited PathWest Mirrabooka recently, the person at the collections, in my opinion, was very rude and unprofessional, which I believe is rarely seen in clinics, especially since it wasn't busy. 

We had come in to get my child's blood tested. Their other parent was holding them down with legs and the left arm secured in an embrace, one other staff member was gripping my child's right arm very tightly, that it had already turned red, I was holding my child's body as well, while the other staff member was focusing on getting the syringe in. 

After a few minutes, there was no blood drawn out and they told us to go to the hospital to try it again. We asked why it was unsuccessful when my child was held down tightly, and they said it was because they were moving. My child was struggling and crying hard, but with the firm hold that three to four adults had on them - to a point that the person gripping their arm is already hurting them - I believe there was no way it was hard to get the syringe properly in.

In my opinion, they could have easily explained to us that they missed the vein, except the person with the tight grip, seemed to have got all defensive and urged us to complain, instead of trying to resolve the scenario with us. They had started shouting at us and walked out, all while blaming us for not holding our child properly. One would think that they are used to dealing with toddlers - why else would two staff members come and help the parents - so in my opinion, it just means that there was an error on their part for missing the vein. 

I am appalled at how nicely it could have been handled and yet it turned out to be traumatic, I believe most especially for my toddler. We were subjected to a verbal sparring - one that we didn't instigate - and disrespected when all we wanted to understand was what happened. The staff member who tried to draw the blood out admitted that they were wrong and missed the vein, which would have been enough for us, but the person with the tight grip was still fuming and doesn't seem to want to engage in a civil conversation, in my opinion.