Factors affecting patient satisfaction during endoscopic procedures.

OBJECTIVE

To assess the quality and patient satisfaction in Endoscopy Unit of Shifa International Hospital.

STUDY DESIGN

Cross-sectional survey.

PLACE AND DURATION OF STUDY

Division of Gastroenterology, Shifa International Hospital, Islamabad, Pakistan, from July 2011 to January 2012.

METHODOLOGY

Quality and patient satisfaction after the endoscopic procedure was assessed using a modified GHAA-9 questionnaire. Data was analyzed using SPSS version 16.

RESULTS

A total of 1028 patients were included with a mean age of 45 ± 14.21 years. Out of all the procedures, 670 (65.17%) were gastroscopies, 181 (17.60%) were flexible sigmoidoscopies and 177 (17.21%) were colonoscopies. The maximum unsatisfactory responses were on the waiting time before the procedure (13.13 %), followed by unsatisfactory explanation of the procedure and answers to questions (7.58%). Overall, unsatisfied impression was 4.86%. The problem rate was 6.22%.

CONCLUSION

The quality of procedures and level of satisfaction of patients undergoing a gastroscopy or colonoscopy was generally good. The factors that influence the satisfaction of these patients are related to communication between doctor and patient, doctor's manner and waiting time for the procedure. Feedback information in an endoscopy unit may be useful in improving standards, including the performance of endoscopists.