Mammography: influence of departmental practice and women's characteristics on patient satisfaction: comparison of six departments in Norway

Abstract

Objective-To investigate how departmental practice and women's characteristics are related to low patient satisfaction with mammography. Design-Survey of patients by means of self administered questionnaires before and after mammography. Patients-488 women (89% of those invited), aged 23-86 years, at six departments. Main outcome measures-Low level of satisfaction measured on psychometric scales of physical pain, psychological distress, staV punctuality and technical skills, information provided, and physical surroundings. Results-Satisfaction varied by department on the scales for pain, punctuality, information, and surroundings. After adjustment for women's characteristics an attributable risk of negative outcome by department was identified on the scales for pain, distress, punctuality, information, and surroundings. Adjusted odds ratio (ORs) ranged from 0.3 (95% confidence interval (95% CI) 1.2 to 6.0) on the pain scale, to 6.0 (2.9 to 12.3) on the punctuality scale. After adjustment for confounding variables, higher risk of dissatisfaction was associated with age <50, nervousness about mammography, expected pain, lack of knowledge about mammography, and distrust in mammography (adjusted OR (95% CI) ranged from 1.6 (1.0 to 2.7) to 3.7 (2.0 to 7.3)). Conclusion-Departmental practices differed for breast compression, information, punctuality, and facilities and were associated with a low level of satisfaction irrespective of patient characteristics. Women's lack of knowledge about mammography and distrust in the procedure were confirmed as risk factors for dissatisfaction. All these factors might be helped by training the staV, improving facilities, and informing the women.

Influence of the radiographer on the pain felt during mammography

“…Bakker et al stated that nurses must recognize women's concerns about radiation risk and pain or discomfort and need to give information about the examination [21]. Loken et al concluded that women's lack of knowledge about mammography and distrust in the procedure were confirmed as risk factors for dissatisfaction, and that informing the women is necessary [22]. Aro et al suggested also that information can encourage the women to feel at ease [14].…”

“…Pain with mammography is not only a result of compression [19,20] as emotional, psychological and intellectual factors of the woman as well as the environment and the procedure can play a role in pain experience [21,22,23]. This implies that the radiographer can influence this experience of discomfort; therefore, it is important to study why women experience pain during mammography and whether the radiographer can influence this pain experience.…”

Patient Satisfaction in Croatian Nationwide Mammography Screening Program

“…Positive patient attitude before the examination contributes to later patient satisfaction with the process [12]. In our study, a great majority of patients (97.0%, 195) stated that they agree that MG is reliable in detection of BC, and have a positive attitude about the procedure, which may be the consequence of educational advertisement campaigns undertaken in recent years in the public media, and educational written materials received with the letter of invitation for mammography screening.…”

“…Negative experience regarding staff attitude has been shown to decrease overall patient satisfaction with the proce-dure [14]. Insufficient knowledge and distrust about the examination have been associated with dissatisfaction [12]. Pleasant and knowledgeable staff [15], as well as extra time and patience spent in explaining the procedure could decrease anxiety and improve rescreening rate [16].…”

“…More than a half (51.3%, 103) of the patients had an impression that the person who performed the examination was insufficiently trained and professionally skilled for such a task. Some studies [12] have shown that such a perception is due to the inability of non-professionals to properly estimate professional skills of the staff. The objective reasons may include limited training of some mammographers, especially younger ones which participate in MSP for financial reasons outside of regular working hours, often fatigued after morning clinical duties; also overbooking of patients, usually done due to variable attendance can cause an unexpectedly high workload and the mammographers to be in a hurry.…”