"Communication needs to be improved"

I'm not usually one to complain about the services provided by the NHS. I am a proud employee of the NHS myself and I know first hand the pressures they are under.

However I feel very let down by my recent experience with the genetics department and I would hate for someone to have a similar experience.

I would like to first mention that my initial appointment was fantastic,the staff member was so empathetic and professional and explained everything in careful detail to ensure we understood the process. Which is why the follow up experience the  left me feeling let down.

Myself and my partner had an appointment booked in the genetics department for the afternoon which we attended 10 minutes early, to then be told we were late and we should have been there 30 minutes earlier. My partner was then rushed in to have his bloods taken, this should have been a simple procedure but as it was rushed he had 2 failed attempts at obtaining bloods. He was asked to come back down after his other appointment for a saliva sample as this was just as efficient, but my question is why was his bloods rushed (and failed) if a simple sample of saliva would be sufficient?

This made him feel very flustered and not relaxed at all, which in my opinion is important at appointments of this sensitive nature.

He was then directed to the andrology suite to which he arrived at to be told his appointment was 2 and that he would need to check in downstairs at reception first and then come back at 2. My partner was handed a sample pot for his sperm sample and was to sit downstairs with this in hand until his appointment at 2pm (30 minutes later) surrounded by people eating lunch. I didn't feel this was handled appropriately or in a dignified manner at all. 

We then attend the andrology appointment together, at this point we were told he could not provide a sample because he had not been abstinent from ejaculation for 48 hours. At no point was this communicated at all, and believe it or not this was our first time experiencing the andrology suite and so had no idea what to expect. 

My partner was then told he would have to phone to make a future appointment, to which he done.

The first nurse then very kindly followed up with my partner to give some reassurance about the process which was appreciated. They told us they had booked him in the andrology suite for a further appointment but my partner explained he already made one himself. When they checked this up, the appointment for my partner had in fact not been made. Thankfully we were made aware of this or again we would be turning up for a wasted appointment.

In summary, I think communication needs to be improved immediately. The way things have been handled does not leave me feeling positive for the rest of the experience. I don't think they've been dealt with sensitively or dignified at all and I think that has to change given the nature of the department.