Division of Gastroenterology, Department of Medicine, Faculty of Medicine, University of Malaya, 50603 Kuala Lumpur, Malaysia.
Gastroenterol Res Pract. 2012;2012:561893. doi: 10.1155/2012/561893. Epub 2012 Apr 23.
Aim. To evaluate patient satisfaction towards an outpatient colonoscopy service and analyze areas of dissatisfaction for potential improvement. Method. Consecutive patients attending the outpatient diagnostic colonoscopy service in University of Malaya Medical Centre between 1st February and 31th July 2010 were interviewed using a questionnaire modified from the modified Group Health Association of America-9 (mGHAA-9) questionnaire. Favorable/unfavorable responses to each question, contribution of each question to unfavorable responses, and effect of waiting times on favorable/unfavorable response rates were analyzed. Results. Interview was carried out on 426 patients (52.1% men). Mean age ± standard deviation was 61.3 ± 12.9 years old. Mean waiting times for colonoscopy appointment and on colonoscopy day were 3.8 ± 2.7 months and 1.1 ± 0.8 hours, respectively. The main factors that contributed to unfavorable responses were bowel preparation followed by waiting times for colonoscopy appointment and on colonoscopy day (32.3%, 27.5%, and 19.6%, resp.). Favorable responses diminished to undesirable levels when waiting times for colonoscopy appointment and on colonoscopy day exceeded 1 month and 1 hour, respectively. Conclusion. Bowel preparation and waiting times were main factors for patient dissatisfaction. Waiting times for colonoscopy appointment and on colonoscopy day should not exceed 1 month and 1 hour, respectively, to maintain acceptable levels of patient satisfaction.
评估患者对门诊结肠镜检查服务的满意度，并分析不满意的原因，以便进行改进。方法：采用改良后的美国团体健康协会问卷（mGHAA-9）对 2010 年 2 月 1 日至 7 月 31 日期间在马来亚大学医学中心接受门诊诊断性结肠镜检查服务的连续患者进行问卷调查。分析每个问题的有利/不利反应、每个问题对不利反应的贡献以及等待时间对有利/不利反应率的影响。结果：对 426 名患者（52.1%为男性）进行了访谈。平均年龄为 61.3 ± 12.9 岁。结肠镜检查预约和结肠镜检查日的平均等待时间分别为 3.8 ± 2.7 个月和 1.1 ± 0.8 小时。导致不利反应的主要因素是肠道准备，其次是结肠镜检查预约和结肠镜检查日的等待时间（分别为 32.3%、27.5%和 19.6%）。当结肠镜检查预约和结肠镜检查日的等待时间分别超过 1 个月和 1 小时时，有利反应会降至不可接受的水平。结论：肠道准备和等待时间是患者不满意的主要原因。结肠镜检查预约和结肠镜检查日的等待时间不应超过 1 个月和 1 小时，以保持可接受的患者满意度水平。
