Audit of user satisfaction with the Leicestershire Breast Screening Service; women attending for assessment of abnormal mammograms.

Women returning for assessment of abnormal breast screens completed user satisfaction questionnaires: 103 at the clinic (100 per cent response) and 79 (87 per cent) of 91 without malignancies a week later. Women were satisfied with invitations' timing and with the information in one of three letter versions tested. A small group (11 per cent) had not discussed their invitations with anybody and also declined to do so with the Breast Care Sister. Twenty-nine per cent of women had to wait longer than 15 minutes (longer than expected for nine of them). Most women (69 per cent) described the staff as the best aspect of their visit, 55 per cent found nothing unpleasant and 96 per cent said they would attend again. Others mentioned waiting, the dressing gowns and the mammography as unpleasant. The audit allowed the service to be improved and provided invaluable feedback to staff working in a stressful environment. Similar audits will be repeated when screening other Leicestershire areas.