PUID: 55 || PLAB 2 Mock :: Angry Patient: Mislabelled Blood Sample Over Telephone
- examiner mla
- Aug 16
- 2 min read
Summary:
This station involves a telephone consultation with a patient scheduled for surgery who is angry due to a mistake in blood sample labelling. The candidate must manage the patient’s anger, apologize appropriately, explain the need for repeat tests, explore barriers, and negotiate a solution while maintaining empathy, professionalism, and patient-centered communication.
Key Points:
Patient Presentation
Patient is angry after disclosure of an error (blood sample not processed).
Anger can also appear immediately at the start of some stations (e.g., delays, post-op infection).
Candidate must acknowledge anger promptly and de-escalate.
Consultation Essentials
Confirm identity (name, DOB, address).
Telephone etiquette: ensure clear line, confirm callback number, ask if this is a good time to talk.
Clarify reason for call – preoperative blood test error.
Ask how patient is currently feeling.
Explore previous bad experience (patient felt rushed during last blood test).
Screen for past medical history, medications, allergies (esp. latex/antiseptics).
Explore needle phobia (cause, severity, coping strategies).
Assess work/personal commitments to attending another appointment.
Important Considerations
Acknowledge and validate patient’s anger (“I can see you’re upset”).
Time management – avoid duplication of questions.
Transparency – accept responsibility for the error.
Offer solutions and flexibility (alternative locations, timings, transport support).
Ensure patient safety by completing required pre-op assessments.
Diagnostic Approach
This is not a diagnostic station in the traditional sense but requires structured
information gathering:
Confirm patient identity and current status.
Establish reason for call (lab error).
Explore past experiences with blood tests.
Clarify medical history, medications, allergies.
Assess practical/psychological barriers to retesting (needle phobia, work schedule, transport).
Management
Apology: clear, empathetic acknowledgment of mistake.
Explain need for blood test – baseline values, surgical safety.
Offer solutions:
Repeat test at hospital, GP surgery, or home visit.
Flexible appointment times (after work hours).
Transport support if required.
Address needle phobia:
Explore nature (pain vs anxiety).
Offer coping aids (numbing cream, distraction techniques, explanation during procedure).
Safety netting: provide contact details, follow-up arrangements, incident report filed.
Reassure prevention: emphasize measures to prevent recurrence.
Summarize agreed plan and thank patient for cooperation.
Communication Skills
De-escalation: acknowledge anger without defensiveness.
Active listening: respond to cues (needle phobia, past bad experience).
Plain language: avoid jargon.
Empathy: “I understand how frustrating this must be.”
Patient involvement: shared decision-making about timing/location.
Check understanding and invite questions.
Ethical Considerations
Duty of candour: be open and honest when things go wrong.
Respect patient’s autonomy – involve them in decisions.
Confidentiality – uphold GMC standards in telephone consultations.
Professional integrity – accept responsibility, avoid blaming others.
Additional Resources
GMC Good Medical Practice: Being open if things go wrong.
GMC Examiner Top Tips: Communicate effectively and efficiently, avoid stock phrases, manage time well.
GMC Guidance on Openness and honesty (Duty of Candour).
PLAB 2 examiner guidance on time management and structured consultation.
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