Your City, Your Say survey research
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Reasons for experience ratings

Summary

Those rating their experience as ‘good’ or ‘very good’ (91%)

  • Practitioners play a vital role in creating a positive screening experience for patients; their friendly, reassuring and empathetic nature is praised, as well as the professionalism, competency, consideration and respect they show
  • Respondents also appreciate that, despite the nature of the procedure, the environment felt safe and comfortable and that it was completed with minimal pain or discomfort
  • Appointments being quick/ efficient, easy/ straightforward, and running without any issues also contribute towards a positive experience

 

Those rating their experience as ‘fair’ (6%)

  • Mostly, respondents rate their experience as ‘fair’ due to the procedure being painful or uncomfortable (43%), with some finding it awkward or embarrassing (3%). Some respondents acknowledge this as the nature of the procedure and praise the practitioners carrying out their screening (13%)
  • Others, however, describe issues with the procedure, such as struggling to get a sample (13%) or the manner of the staff being poor – finding them rude or not feeling listened to (10%)

 

Those rating their experience as ‘poor’ or ‘very poor’ (2%)

  • Just under half of those rating their experience poorly found their screening painful or uncomfortable (45%) and over a fifth mention that their screening took multiple attempts or could not be completed at all
  • Practitioners are important in determining cervical screening experiences; 19% rate their experience poorly due to the manner of the practitioner, whilst 13% mention not being listened to, and 10% found the environment uncomfortable due to the behaviour of their practitioner
  • Making screenings more comfortable by using different size speculums or lubricants and ensuring the practitioner is gentle may improve experiences

'Good' / 'Very good' - Why do you say that?

Base: Those who rated their most recent screening as ‘good’ or ‘very good’ (4,007)
wdt_ID Key themes %
1 Manner of the staff e.g. friendly, reassuring, empathetic 34
2 Done quickly/ efficiently 15
3 Staff explained the procedure and were knowledgeable/ gave good information 9
4 Staff were professional, competent and experienced 8
11 There were no problems/ general praise 7
12 Safe/ comfortable environment 7
13 Painless or only minimal discomfort e.g. staff were gentle 6
14 Easy/ straightforward 5
15 Acknowledgement that it will always be unpleasant (but still important to attend) 3
16 Staff were considerate and respectful e.g. maintained privacy/ dignity, listened to concerns/ requests, acknowledged it can hurt 3
17 Appointment ran on time 3
18 Still found it painful/ uncomfortable 2
19 Better than previous appointments 2
20 Staff made referrals or incorporated other medical needs/ procedures e.g. referrals for difficult screenings, other issues found during screening, IUD insertion 1
21 Easy to book appointments 1
22 Other e.g. clean, results were quick/ good, procedure more uncomfortable due to changes (no lubricant, plastic speculum instead of metal) booking could be better 3
23 N/A/ no comment 40

“The doctor was kind and reassuring and made sure I was comfortable throughout. Also, the doctor was a woman which I appreciate in such a vulnerable situation. The appointment was quick and easy and they were very thorough with their checks.”

“The practice nurse was very professional. She asked me if it was ok if she locked the door to help maintain my dignity.  She explained everything before she took action. She didn’t rush , she was calm and reassuring. The procedure was done efficiently and effectively.”

“Previously, every time I’ve had a smear it has been painful. I explained this to the nurse, just telling her that it hurts me but that I can cope. She took the time to chat with me and went slowly and was careful, and it didn’t hurt.”

 

'Fair' - Why do you say that?

Base: Those who rated their most recent screening as ‘fair’ (280)
wdt_ID Key themes %
1 Painful/ uncomfortable/ unpleasant (as standard) 43
2 Issue with procedure/ process e.g. struggled to get a sample, equipment not best suited/ no lubricant, staff did something wrong 13
3 Praise for staff e.g. friendly, professional 13
4 Staff manner and communication was poor/ could be better e.g. abrupt/ rude, didn’t listen to patient 10
11 Felt nervous/ anxious 4
12 Did not feel very dignified/ respectful e.g. minimal privacy, rushed 4
13 Personal issue e.g. chronic pain, tilted cervix makes it painful, age, gender identity 4
14 Issue with follow-up/ results e.g. results not clear 4
15 Awkward/ embarassing 3
16 Issue with appointment process e.g. difficulty booking, appointment was late or cancelled 2
17 Other 6
18 N/A/ no comment 25

“It’s a horrible experience regardless of how lovely the staff are and how important it is!”

“Very uncomfortable due to having to perform the procedure four times as didn’t have the correct kit/size for me and I have a tilted uterus. I went home in a lot of discomfort.”

“It was uncomfortable and painful at times. The lady doing it was considerate and realised that I was anxious.”

 

'Poor' / 'Very poor' - Why do you say that?

Base: Those who rated their most recent screening as ‘poor’ or ‘very poor’ (106)
wdt_ID Key themes %
1 Uncomfortable/ painful 45
2 Took multiple attempts/ couldn’t be completed 22
3 Poor manner/ attitude from staff e.g. rude, inappropriate comments/ jokes 19
4 Speculum too big/ no lubricant 15
11 Practitioner didn’t listen e.g. didn’t stop when asked, ignored requests for smaller speculum, ignored patient saying they were nervous 13
12 Uncomfortable environment e.g. didn’t feel respected, no dignity/ privacy, rushed 10
13 Procedure not done gently/ with care 9
14 Trouble booking/ denied appointment 7
15 Poor follow up e.g. results late or didn’t show up, still waiting for referral 5
16 Practitioner was inexperienced 3
17 Other 10
18 N/A/ no comment 1

“It was incredibly painful and uncomfortable. I bled a lot too. I understand its [sic] the only way to get a cervical screening but maybe consider finding a way that’s less invasive.”