Care Opinion

Text size

Theme

Language

Videos in BSL or ISL
Help with language translation
Help with reading or listening

Breast Screening Service

Posted By RH09

"Breast Screening Service"

About: NHS Lothian / South East Scotland Breast Screening Centre

(as a service user),

I was scheduled for routine breast screening after I turned 50 last month. Arrived at Ardmillan Terrace in Edinburgh. The receptionist was basic, asked me for my contact number in a waiting area where other patients sat, rhetorically asked me if I’d wear a mask and then plonked me in a cubicle with instructions to take off my bra. 

I then heard a faint voice from away round the corridor saying my name. I stood up, walked around, and asked if said voice had called on me. They never told me their title, but told me to come in and take off my top. They then proceeded to do a visual of my breasts without telling me they were doing a visual of my breasts. They then instructed me to stand this way and that, with no regard to any anxiety I was feeling or any concerns I had.

Eventually the 4 images required had been taken. I was then told about how I would receive results (in parrot-like fashion, so much so I can’t remember when to expect results!) and told to put my top back on. I asked if I could put my bra on too but was told I couldn’t because of time, and they had to get next patient in. 

All in all the most dehumanising experience to date with NHS Lothian and the breast screening staff at Ardmillan Terrace, Edinburgh. 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Claire Withnell, Patient Experience Officer, Patient Experience Team, NHS Lothian 2 years ago
Claire Withnell
Patient Experience Officer, Patient Experience Team,
NHS Lothian

Submitted on 28/10/2022 at 11:55
Published on Care Opinion at 13:20

picture of Claire Withnell

Dear RH09,

My name is Claire and I work for the Patient Experience Team at NHS Lothian. I would like to sincerely apologise for the delay in acknowledging your story. We have been working on making sure your feedback goes to the relevant staff.

I am sorry to hear that you feel your recent experience attending the Breast Screening Unit was a negative one. NHS Lothian's aim is to ensure that all our patients have a positive experience and I apologise again that your expectations were not met

Please be ensured that I will pass your concerns to the relevant team. I would like to thank you for taking the time to share your feedback with us, as it can help improve the experience of patients going forward.

If you would like to contact the Patient Experience Team at feedback@nhslothian.scot.nhs.uk we can look into this further for you.

Kind regards,

Claire

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Steve Elliott, Clinical Nurse Manager, Day Services, East Lothian Community Hospital, NHS Lothian 2 years ago
Steve Elliott
Clinical Nurse Manager, Day Services, East Lothian Community Hospital,
NHS Lothian

Submitted on 08/11/2022 at 16:54
Published on Care Opinion at 16:54

Posted on behalf of Julie Carmichael, Radiology Manager, ArdmIllan Terrace

Please accept my sincere apologies that your experience of our service fell far below the standard normally offered.

The receptionist should have greeted you with a welcoming smile and asked you discretely to confirm your details and provide a contact number. In line with NHS Lothian policy, we are advising all our clients to wear a face mask while on our premises. The receptionist should have politely asked if you would be able to wear a face mask giving you the opportunity to respond rather than it feeling rhetorical.

The staff member who called you for your screening should have;

a) come out towards the cubicle area b) called your name so that you were able to hear her clearly c) introduced herself to you d) given a clear explanation of the whole procedure e) been friendly and put you at ease f) explained clearly how and when you would get your results g) explained the three possible results from the screening​

I am very sorry that you had such a poor experience and felt dehumanised. Please be assured that your feedback has been taken seriously and will be shared with the team. However, it would be very helpful to be able to speak directly to the staff on duty when you attended so that they can reflect on their actions and that any training needs can be addressed. The centre can be contacted directly on 0131 537 7400 or by email SES.BreastScreening@nhslothian.scot.nhs.uk. We would be happy to hear from you.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k