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Macclesfield District General Hospital 2021-08-06 Person 2 5 0

Unfortunately the Health Care Professional who carried out my mammogram procedure did not treat with kindness, compassion, dignity or respect. I was extremely disappointed to be treated in this way. I am a healthcare professional & lead Patient Experience in the NHS, I write this feedback in the hope that no other woman is treated in the same way. Following introduction, at the start of the appointment, as I was wearing a summer dress, I was told that 'You will just have to just wear your pants'. I asked if I could have a gown to cover myself up, and was told that the department does not have them. The HCP huffed & sighed, walked away and returned with a gown. They said 'You're going to have to work it out how to tie it on to cover yourself up.' The mammogram then proceeded where I was informed that I would have to be handled in order for the mammogram to get best images. Unfortunately the HCP, did not explain what they were doing, Instead, I felt pushed, pulled, moved and shoved onto the equipment. It was not explained to me, where they would like my arm to be and felt painful and uncomfortable. This whole experience could be improved if the HCP took a moment to smile, provide reassurance, explain where they would like my arm to be, ask how was I feeling, ask were movements causing pain and took a moment to listen to the answer. I was worried and anxious before the appointment started A moment to ask 'What Matters to Me?' could have highlighted this. Instead, those feelings, added to the loss of dignity & respect standing semi-naked in front of somebody who did not demonstrate compassion, kindness, understanding or empathy made me feel vulnerable, weak & upset.

Take a moment to smile at patients. Ask 'how are you feeling today? Do you have any worries or fears? What matters to you today?'. Listen to the answer. Pay attention to the non-verbal indications that a person is worried, anxious and feeling vulnerable. Provide a hospital gown in the room ready for those who wish to use it. Explain the procedure and why body parts need to be moved and positioned. Consider how the patient is feeling and how as a HCP you would like to be treated too.