Introduction Breast Screening Service Patient Satisfaction Survey January 2016 This report contains the results of the Breast Screening Service patient satisfaction survey undertaken during December 2015. A self completion questionnaire was handed out to patients and returned in a pre-paid envelope or posted in a collection box. A total of 250 questionnaires were handed out to patients with the breakdown and response rates as follows: No. Handed Out No. Returned Response Rate New Alderley House screening patients 150 123 82% screening patients 100 22 22% Totals 250 145 58% Summary of Results Figures in brackets show percentage increase / decrease from the previous survey in 2014. 98% (+2) of patients who needed to contact the unit by telephone said it was easy to do so. Of those patients who needed to change their appointment 96% (-2) found it easy to do so. 59% of respondents would like the option to arrange their appointment on-line. The location of the mobile screening van was convenient for 82% (-10) of patients who attended it and 95% (-5) found it easy to find. 98% (+2) of patients that attended for screening at New Alderley House found it easy to find. At New Alderley House 98% (-2) of patients rated their welcome at reception as either excellent or good, 98% (-2) rated the cleanliness as excellent or good and 97% (+2) rated the waiting room environment as excellent or good. 93% (+4) of patients rated the availability of drinks and snacks as either excellent or good. 71% of patients stated that they were seen on time for their appointment. Overall, 95% (-3) of patients received a clear explanation of the screening procedure, 92% (-5) said that the compression of the breast was fully explained and 97% (-1) were told when they could expect to receive their results. All patients felt that they got the appropriate care and attention at all times from all the staff involved in the screening process. 98% (=) of patients stated they were always treated with dignity and respect. 88% (-3) of patients rated the service as excellent with all remaining respondents rating it as good. Many positive comments received in relation to the efficiency of the service and praising the staff involved with the service. There were no significant variations in the results when analysing by any of the equality categories.
Results by question If you needed to contact the breast screening unit by telephone was it easy to do so? NB: calculated out of those respondents who contacted the unit by telephone If your appointment time was inconvenient did you find it easy to change to another date or time? NB: Calculated out of those respondents that changed their appointment Would you like the option of being able to arrange / re-arrange your appointment via e-mail / on-line? Screening Only Was the location of the screening van convenient for you? Did you find it easy to find the breast screening van?
If you have a disability that makes accessing the mobile screening van difficult were you aware you could attend Stepping Hill for your mammogram? Five patients stated that they had a disability that made it difficult to access the screening van. Of these patients only one was aware that they could attend Stepping Hill Hospital for their mammogram. New Alderley House Patients Only Did you find it easy to find the breast screening unit? How would you rate the signage to the breast screening unit? How would you rate the following... Your welcome at reception? The cleanliness of the unit?
The availability of drinks and snacks? The waiting room environment? Was your appointment on time? If you had someone with you during your appointment were they made to feel welcome? Could they be with you when you wanted them?
Your Mammogram (All patients) Were you given a clear explanation of the procedure by the mammographer? Was the compression of the breast explained to you? Did you find the mammogram painful? After your mammogram, were you told how long it would take for your results to arrive?
Overall (New Alderley House) How would you rate your level of privacy and dignity at the following times? At reception When you were undressing and dressing When you were with the health professional(s) When you were having your procedure(s) Do you feel that you received the appropriate care and respect during your time with us from the following staff? All patients felt they received the appropriate care and respect from doctors, nursing staff and radiography staff at all times.
All Patients Overall, do you feel you were treated with dignity and respect? Overall, how would you rate the care you received from the breast screening service? What has pleased you most about the breast screening service? Overall 83 patients made positive comments complimenting the service. The two key areas that were praised were the efficiency of the service and the staff running it. Comment Efficient process. The fact that I am called every three years for my mammogram - the examination is carried out quickly and efficiently and I get the results within two weeks. How quick it was. Very efficient - caring perfect. The speed of the appointment and the caring staff. Efficiency of reception - professionalism of radiographer. Quick and efficient. Quick, efficient and friendly. Friendly, modern facility and punctual. Efficiency. Very quick! Good timing Very quick and on time. Not only on time, but early! Speed and efficiency. Quick and efficient. Fast and efficient service. Speed. Appointment being on time. Thank you. Location
Quick, efficient, attitude of staff very good. It was on time and I was made to feel comfortable. Quick time from arrival to appointment. Procedure was earlier than appointment time. No waiting. Appointment on time. Friendly staff. Very quick and easy. Excellent advance notice of appointment. The whole system seems very efficient. Thank you. Promptness. Attitude of staff. Efficient service, pleasantly delivered. Thank you. Quick and efficient. Pleasant and friendly staff - warm comfortable environment. The way the radiographer treated me from the welcome to the procedure explanation and the procedure itself - very professional, helpful and friendly. My radiographer, Jane, treated me early with great sensitivity and was very pleasant. Very friendly, caring and efficient. They were very friendly and kind. Friendly and helpful. On time, professional, lovely environment. Friendly staff, seen fairly quickly. Very pleasant and helpful. The mammographer was very good. Prompt detailed explanation. Friendliness of staff. Very welcoming, professional, put at ease, good information. Felt cared for. Was treated with respect. Staff friendly and pleasant throughout. Excellent radiographer. I have a small breast and usually I am in pain/discomfort but today I was not at all. Nicki the breast nurse is excellent. Lovely manner of radiographer. Everyone was polite and efficient. Staff were all very respectful and polite. The care, consideration and professionalism of the staff, respect, dignity, care. Can't ask for more. Very helpful and friendly. Professional, caring not just another patient. Friendly staff and explanation. Speaks to you all the time. Very friendly, made to feel at ease. Friendliness of all staff. Good welcome. How easy it was to get a test at reception.
I had a problem that day as my husband's car was going into a garage for 8am and my appointment was 12.10 pm and around teatime we were going to have to collect the car. It meant I would have had to travel to Macclesfield from Wilmslow three times that day, two of which at peak times. The unit let me have a cancellation at 9.40 am which was fantastic and saved me a lot of time - I was so grateful. It was such a nice change from my memories of a little stuffy crowded room and usually not being seen on time. Everything this time was so different - it made the whole experience much more pleasant. How relaxed I was made to feel. It's really good to know we are being monitored. You are checked at a regular time. Relaxed friendly environment. New machinery. Regular screening. The ease of the whole process/relaxed. The speed of the recall and putting my mind at rest immediately. The care and efficiency of all the staff. So far have found no fault. How easy and quick it was and how good the staff were - overall an excellent service. My original appointment was inconvenient - it was very easy to change the appointment for a couple of days after original appointment - no long waiting list. Staff at Shaw Heath were very polite and friendly and put you at ease. Friendly, patient, discreet and professional. Having the procedure gives me peace of mind when I get a clear result. Everything about the service provided. The lady doing the mammogram was very good at explaining what she needed to do and did it in a way that maintained my dignity - I told her so as well - she deserves it. Not having a long waiting time was perfect for me. Arrived early for appointment and they happily let me go in next rather than wait an hour for appointment time. The whole service is so efficient and the ladies are so friendly and made me feel at ease. How nice the people were. It was quick, efficient and professional - lovely kind staff. I was made to feel at ease before the procedure commenced - the lady was friendly and confident in her approach. Staff very friendly and made me feel at ease. The nurses were very nice and made you feel at ease. Being put at ease straight away.
Was there anything you think we could improve on? Comment More parking! I was a bit late getting to the unit because of the difficulty parking. There needs to be more carparking spaces. Parking. Provide parking. Better more healthy snacks. Don't like small waiting room. Extend the service beyond 70. More information about the procedure. Specific diagram of New Alderley House location rather than just general map. Pleasant radiographer - a smile would be nice. Appointments near home - I work in Manchester and have no car - would be easier to go near home/work. Have the breast screening van nearer to Stockport - then I wouldn't have to pay for a taxi. Location of the van was difficult to get to. Perhaps if the lady had explained how she wanted me to stand etc. there wouldn't have been so much nudging and pushing etc. Location