"Breast screening"

About: New Cross Hospital

I attended a routine breast screening appointment on 30.1.14 at 15.16 on entering the cabin I was made to feel guilty somehow for turning up. I feel that both women on duty had no customer service skills what so ever. I felt exposed anyway and there was absolutely no effort made to make me feel comfortable. I was glad to get out of the place frankly. Not that I was intended staying but they made me feel nervous and more exposed than I needed to be. Their welcoming and patient skills I would rate as zero. I can only hope that the professional skills are ok which I presume they are. I had the same scan when I was 49 and I wasn't made to feel that uncomfortable on that occasion. The only way I can describe it is I felt as though I had interrupted their personal chat. I am a very busy self employed childcare manager and I had no time to go back home to collect my letter and I fully understand that the girls needed proof of who I was but frankly both their attitudes can only be described as rude. They made me feel more nervous than I already was and when I did ask a question about the procedure "can you see anything when you look" I wasn't expecting her to tell me I just wondered what they actually see nothing more. I ended up putting my top on inside out and it wasn't till my mom said later did you know your top is on the wrong way and that was when I told her. I said those girls in that breast screening were just vile my friends have recently been for the same procedure both at different places and neither of them experienced what I did and they encouraged me to make this complaint. I think customer service training is required kind regards l

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Response from Jamie Emery, Patient Experience Lead, The Royal Wolverhampton Hospitals NHS Trust

I was sorry to read you comments relating to your experience when you attending your recent appointment.

I would be grateful if you could contact our Patient Advice and Liaison Service (PALS) on 01902 695362 to discuss this further.

Kindest regards

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Response from New Cross Hospital

I was sorry to read your comments relating to your patient experience at your recent appointment. To enable me to look further into your concerns, I would be grateful if you can contact the Patient Advice and Liaison Service (PALS) on 01902 695362 to discuss this further. Kindest regards Jamie Emery Patient Experience Lead

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