Background: Process-mapping of the patient pathway at the Birmingham Women's Hospital revealed that, after an abnormal smear was identified, women could experience a significant delay before referral for treatment. The direct referral policy was introduced in 2007 as part of a wider pan-Birmingham project to address this.
Aim: To investigate the impact of the direct referral policy on patient experience.
Method: An integrated survey was conducted (n=200) and collected both quantitative and qualitative data. Following the introduction of a new information booklet, the same survey was repeated (n=200).
Results: The findings showed that, although there was improvement in the information provided, some women stated that no information was received.
Discussion: This highlights the fact that, while there is a need to repeat annual patient surveys to ensure the patient pathway is as robust as possible, surveys may not capture the quality of patients' clinical experience. Suggestions are made to address this (see Implications for practice).
Conclusion: This study shows the importance of evaluating any changes in care delivery. The direct referral policy has reduced the time it takes for women to be seen in the colposcopy department following an abnormal smear.