It ain't what you do, it's the way that you do it – that's what gets results

Getting the right result to the right woman has featured heavily in the past 12 months. All breast screening services have been called upon to ensure that they have adequate safeguards in place to support the 'right results' process. Coventry's approach through its quality management system was fortified by process mapping exercises. Maps are used to illustrate how work gets done in an organisation. They represent a snapshot in time that shows the specific combination of functions, steps, responsibilities and timelines. They can also identify significant opportunities for improvement. Coventry's approach was benchmarked for use by the National Coordination Committee for administration and clerical staff within breast screening and has been successfully adapted for the breast screening services in the West Midlands region. This informative visualisation is used to illustrate the process.