Scottish Breast Screening Programme
South West of Scotland Breast Screening Service
Part of NHS Ayrshire & Arran and NHS Dumfries & Galloway
Ayrshire Central Hospital
Kilwinning Road
IRVINE
Ayrshire
KA12 8SS
Telephone Number 01294 323506/7
Fax Number 01294 277104
Website: www.nhsaaa.net
Dear Madam.
Comments, Complaints, Compliments
The Breast Screening Service is dedicated to the provision of a high quality service and to keep improving how we do this. To help achieve this goal,
we are carrying out a survey of women in your area who have attended the Mobile Unit today for routine breast screening. We want to find out about
your experience and how we can make this better.
The information you provide will be completely confidential and anonymous. We understand that undergoing breast screening can cause some
anxiety, and your views are important in helping us to make breast screening as comfortable as possible for the many other women who go
through the same process as yourself. We have tried to make the questionnaire simple, please help us by sparing a few minutes to complete the
form.
If you think there is anything we may have missed out on the questionnaire, that you feel we ought to know, then please add your comments on the
back of the end page.
We would be very grateful if you could complete this questionnaire and return it to us in the FREEPOST ENVELOPE provided (No stamp required).
Thank you.
Mrs Linda Cain
Breast Screening Service Manager
South West of Scotland Breast Screening Service
Consumer Survey - Mobile Service – Castle Douglas 2014
129 completed responses were returned = 64.5% uptake to this survey
Before your appointment:
Q1
Which / who of the following encouraged you most to attend? (Please tick one)
59.7% Self
0% Newspaper
2.3% Husband/partner
0% Magazine feature
0.8% Friends
0% Radio/TV article
1.6% Family
0% Health education leaflet/poster display
2.3% Own GP/Practice Nurse
0% Knowledge of someone with breast cancer
29.4% Previous attendance to Breast Screening Service
3.9% Previous breast related problems
About your appointment:
Q2
Did you contact the Screening Centre after you received your invitation letter?
28.7% Yes
If yes, was this to :
Q3
Ask for further information or advice:
Change your appointment:
21.6% Yes
83.8% Yes
78.4% No
13.5% No
If you changed your appointment was this:
96.8% Easy
If difficult, please explain why: No reason given
………………………………..……………….………………………………………………………………………………
Q4
71.3% No
If you contacted the Centre for any reason before attending for screening was the person you spoke to:
100% Friendly
0% Rushed
62.2% Courteous
40.5% Helpful
3.2% Difficult
0% Inconsiderate
0% Rude
Q5
Did you read the leaflet which was sent to you with your invitation letter before you came for your appointment?
87.6% Yes
10.1% No
2.3% I didn’t get a leaflet
If yes, did you find the information in the leaflet helpful?
77.9% Yes
0% No
22.1% I already knew this
information
Do you have any suggestions for anything else which we could have improved or included in the leaflet?
No suggestions offered
………………………………………………………………………………….……….………………………………………………………………………………….
About the Mobile Screening Unit
Q6
Was the Mobile Screening Unit convenient for you to get to?
99.2% Yes
0.8% No
If no, please explain why: ‘I had to travel 14 miles’
……………………………………………………………….………….…….……………………………………………………………
Q7
Q8
Q9
Q10
When you arrived, what was your first impression? :
92.2% Welcoming
0.8% Disorganised
29.4% Efficient
0.8% Unfriendly
100% Yes
0% No
Did you feel you were attended to promptly at reception?
How did you find the person who greeted you at reception? (Please tick all that apply)
93.8% Friendly
0% Rushed
64.3% Courteous
40.3% Helpful
0.8% Inconsiderate
0% Rude
Was there enough privacy at the Reception Desk?
94.6% Yes
5.4% No
Q11
Was there music playing during your visit?
31.8% Yes
27.9% No
40.3% I don’t remember
If yes, did you find this?
82.9% Pleasant
2.4% Irritating
14.6% I didn’t notice it much
About the X-Ray
Q12
Did you wait beyond your appointment time to be seen by the radiographer?
11.6% Yes
If yes, how long after your appointment time:
46.7% Up to 5 minutes
40.0% 5 -10 minutes
13.3% 10-20 minutes
88.4% No
0% More than 20 minutes
Q13
Did the radiographer give you a full explanation of the X-Ray procedure before she started taking your mammograms?
92.2% Yes
5.4% No
2.3% Not sure
Q14
Did you feel nervous about having the X-Ray taken?
67.4% Not at all
3.1% Quite
29.5% A little
0% Very
Did you feel embarrassed about having the X-Ray taken?
86.8% Not at all
1.6% Quite
11.6% A little
0% Very
99.2% Yes
0.8% No
Q15
Q16
Q17
Q18
Q19
Did the staff help put you at ease?
Before the X-Ray was taken, did the radiographer tell you it might be uncomfortable?
80.6% Yes
14.0% No
5.4% Not sure
Did you feel the position for the X-Ray uncomfortable?
32.6% Not uncomfortable
60.5% A little uncomfortable
4.6% Quite uncomfortable
2.3% Very uncomfortable
Did you find the X-Ray painful?
54.3% Not painful
5.4% Quite painful
2.3% Very painful
38.0% A little painful
GENERAL
Q20
Q21
Q22
Q23
How did you find the Radiographer? (Please tick all that apply)
95.3% Friendly
71.3% Courteous
Would you recommend the Breast Screening Service to a friend?
100% Yes
0% Rushed
52.7% Helpful
0.8% Inconsiderate
0% Rude
0% No
0% Not sure
How would you rate your overall experience with the Breast Screening Service?
82.2% Excellent
17.0% Good
0.8% Average
0% Poor
0% Dreadful
28.7% 66 – 70
12.4% 71+
Which age group do you belong to?
17.8% 50 – 55
17.0% 56 - 60
24.0% 61 – 65
Have you any other comments about the Breast Screening Service or about this questionnaire?
Replies:
‘There was no-one else in when I arrived at the reception desk so yes I had enough privacy, however if 3 or 4 other ladies had been in the
process and I had a concern then no I don’t think there would have been. I was made to feel very welcome and put at ease. Very
professional service’
‘Really good informative staff.’
‘Staff could not have been better.’
‘I live in Kirkcudbright and have to travel to Castle Douglas to the Breast Screening Service. This is not inconvenient for me as I have a car
and driving to the appointment is not a problem. Kirkcudbright is a fairly large centre and I feel that screening in Kirkcudbright would be
helpful to those who find travelling difficult. Personally I am very happy with the service provided.’
‘Quick, easy, painless and friendly staff. No time at all. Great service, many thanks.’
‘I was more relaxed than on previous screenings.’
‘This is an excellent service.’
‘As I am over the age for an automatic appointment I made my own. That was very straightforward and there was a courteous and helpful
response with the soonest possible date and a choice of 3 appointments. The card, giving the year of my next appointment and a contact
number, is very useful.’
‘I was dreading it but it was ok. Now dreading the result.’
‘This experience was the least uncomfortable procedure I have had in recent years. I felt that the skill of the radiographer and her swift but
not rushed approach helped in this respect.’
‘Keep up the good work. I would definitely recommend friends and family to take up the invitation when they get it.’
‘I was very grateful to the radiographer for fitting me in earlier than my appointment when I explained I wanted to get home to be with my
husband who is not well.’
‘Changing area a bit cramped, otherwise excellent.’
‘Very good service. Thank you.’
‘Would like age open-ended and not to end at 71 (although further tests can be requested).’
‘I had to change my appointment last minute and they were very polite and accommodating.’
‘The staff treated me as an individual and not just a number in a production line. All your fears were anticipated and smoothed away.
Thank you for making the experience as good as it could be.’
‘Very professional and organised.’
‘Excellent service at all levels.’
‘Just the waiting area is a bit small when three people are waiting. The radiographer was very friendly, pleasant and chatty, put me at ease.’
‘Screening service excellent with very good staff (in my case anyway) and relevant questions asked in the questionnaire.’
‘As I made the appointment (because I am older than the normal call back) I was unable to complete the questionnaire completely. However
all contact with Irvine was more than satisfactory. An excellent service and all staff very good.’
‘I am extremely grateful that this service is available and on a local level. The bonus of it being a friendly comfortable experience is down to
your representatives at the screening unit. The impression was courteous, organised and efficient. I am at an age where NHS features
more regularly in my life and I feel there is so much bad press about it but my personal experience of surgeries, screenings, hospitals and
advice is one that I appreciate. As people age, an individual personal approach make a difference and I feel the NHS works best at local
level but it is a shame that these resources are being lost.’
‘It is good to find out each experience. A very worthwhile procedure, I for one found out that I had breast cancer (early stages) mobile unit
19yrs ago in Dumfries. I was very well looked after and now I make my own appointments.’
‘Would just like to take this opportunity to thank everyone concerned for this wonderful service.’
‘Very, very good service.’
‘I think breast screening should start at an earlier age, one can have breast cancer at any age.’
‘I hope this service will continue as I feel it is an excellent service from NHS.’
‘Very good service indeed.’
‘My only comment is that the radiographer called me “Mrs”…..when I never use a title. If I do it’s “Ms”.’
‘The radiologist who dealt with me put me completely at ease and was very chatty and friendly.’
‘Re Q13 & Q17 – the radiographer was aware that I had attended before and that I knew what to expect.’
‘I am 68, will I automatically get recalled or shall I have to make a request in three years time? I would like to continue to have screenings.’
‘The girls at Castle Douglas were great.’
‘Re Q13 – didn’t have to explain as I’ve been before.’
‘Excellent service.’
‘Wonderful service thank you.’
‘Keep up the good work. I felt well looked after and privileged to be a part of a proactive service.’
‘Just a big “thank you” for this service. Reassuring to know it’s there.’
‘Just positive comments. Staff were very pleasant and put me at my ease from the start.’
‘I have been very pleased to have my screening and will be making an appointment in the future.’
‘The reason I found it very painful is because I am on 6st in weight and have virtually no breasts at all, so it had nothing to do with the
service I received.’
‘I phoned to make an appointment because I am over 71. They couldn’t have been more helpful and friendly. Thank you.’
Thank you for taking time to complete this questionnaire.
Please return questionnaire to: South West of Scotland Breast Screening Service, Ayrshire Central Hospital, Kilwinning Road, IRVINE, Ayrshire KA12 8SS