"Breast Screening NHS Ayrshire & Arran"

About: NHS Ayrshire & Arran

(as the patient),

I just wanted to give you some feedback with regard to my experience at the breast screening mobile unit last Wednesday at Asda in Ayr.

On arrival I was taken slightly early for my appointment, for which I was grateful as I know how busy the service is and how much space is at a premium. The mobile unit was very modern, clean and the reception I got on arrival was welcoming and friendly.

However neither member of staff introduced themselves, a friend who had attended the previous week has advised neither of the radiographers introduced themselves at her appointment either.

The radiographer who did my mammogram had a very abrupt manner and on answering the pre mammogram questions her response was terse. The mammogram was actually a painful process, at previous mammogram appointments this has never been the case, uncomfortable but not painful. The radiographer didn’t explain to me how sensitive the machine was until the last view and her exact words were ‘your hair is now on the plate, and it’ll show up’. I advised I did bring a hair band with me and had she asked I could have tied back my hair. However she did advise that she had got 4 good views!

At the end of the appointment she then said that results were taking 4 weeks to be reported, I advised this wasn’t a problem, and then she handed me a letter and abruptly said this explains why!

I appreciate I was probably at the end of a long day however I felt that this wasn’t the good experience that I have had using the screening service in the past and the customer care was not up to standard.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Olot,

Uptake of screening has a direct impact on it's success so I was disappointed to read about your dissatisfaction with your recent mobile breast screening visit. We have fallen short of NHS Ayrshire and Arran's Customer Care Commitments on this occasion and your experience did not parallel other visits for which I do apologise. I really hope it does not put you off coming in three years time when you are next invited.

I am sorry too that your results may take a little longer for this visit, while it may be anxiety provoking, this has arisen because of new equipment and staff familiarising themselves with it. I am sure it will soon be 'old hat' to them and the results will return to the previous speedy process.

I will pass this to the Clinical Director of Breast Screening for South West Scotland and the Superintendent Radiographer for their response.

Thank you for taking the time to share your experience, it lets us look at the service and improves it.

Best wishes,

Eunice
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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

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Dear Olot,

I am very sorry that you had an unpleasant breast screening experience. I do apologise.

All staff should introduce themselves and treat every client with care and professionalism.

I will circulate your post to all my staff to remind them of their responsibilities.

Elspeth Lindsay,

Clinical Director South West Scotland Breast Screening Service

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