Triantafyllou Konstantinos, Gkolfakis Paraskevas, Triantafyllou Maria, Ndini Xhoela, Melissaratou Anastasia, Moustafa Giannis-Aimant, Xanthopoulou Eleni, Tziatzios Georgios, Vlachonikolou Georgia, Papadopoulos Vasilios, Pantelakis Evdoxos, Malli Chrysoula, Dimitriadis George D
Hepatogastroenterology Unit, Second Department of Internal Medicine and Research Institute, Attikon University General Hospital, Medical School, Athens University, Athens, Greece.
Ann Gastroenterol. 2016 Apr-Jun;29(2):188-95. doi: 10.20524/aog.2016.0011.
We prospectively assessed patient satisfaction in a Greek Academic endoscopy facility.
Consecutive outpatients filled a satisfaction questionnaire right after their endoscopy (D1), 3 days (D3) and 3 months (M3) later. Overall patient satisfaction was measured by their willingness to repeat endoscopy in our facility and to further recommend it. Participant satisfaction regarding pre-procedural, procedural and post-procedural issues was measured using a five-step Likert scale in 19 items with 4 and 5 scores indicating favorable responses. Pareto analysis was used to determine service issues requiring improvement. Late adverse events were recorded at D3 and M3 assessments.
Over six months, 501 patients participated (89.4% and 87.8% response rate at D3 and M3 assessments, respectively). More than 97% of the participants would repeat the procedure in our facility and would recommend our endoscopy service, at all three assessments. Pareto analysis identified waiting time until the appointment and on the day of the examination, discomfort during and after the endoscopy, time to obtain the pathology report and overall management of the patient problems as the issues requiring improvement. No predictor of high satisfaction score has been identified. No serious late adverse events were reported.
Despite the overall high levels of patient satisfaction, management of patient discomfort and organizational issues need improvement.
我们前瞻性地评估了一家希腊学术性内镜检查机构的患者满意度。
连续的门诊患者在其内镜检查后即刻（D1）、3天后（D3）和3个月后（M3）填写满意度调查问卷。通过患者是否愿意在我们机构再次接受内镜检查并进一步推荐该检查来衡量总体患者满意度。使用五点李克特量表对参与者在术前、术中及术后问题方面的满意度进行测量，共19项，4分和5分表示满意回答。采用帕累托分析来确定需要改进的服务问题。在D3和M3评估时记录晚期不良事件。
在六个月的时间里，有501名患者参与（D3和M3评估的回应率分别为89.4%和87.8%）。在所有三次评估中，超过97%的参与者表示愿意在我们机构重复该检查，并会推荐我们的内镜检查服务。帕累托分析确定预约等待时间、检查当天等待时间、内镜检查期间及之后的不适、获取病理报告的时间以及患者问题的整体管理为需要改进的问题。未发现高满意度评分的预测因素。未报告严重的晚期不良事件。
尽管患者总体满意度较高，但患者不适的管理和组织问题仍需改进。
