Patient satisfaction with endoscopy measurement and assessment.

Area of Science:

• Gastroenterology
• Patient Experience
• Healthcare Quality

Background:

• Patient satisfaction with endoscopic procedures is influenced by multiple factors.
• These include technical quality, patient comfort, informed consent, communication, and appointment timeliness.

Purpose of the Study:

• To identify key factors for measuring patient satisfaction in endoscopy.
• To compare patient, gastroenterologist, and support staff perceptions of these factors using a standardized questionnaire.

Main Methods:

• A 16-point questionnaire was administered to 81 patients, 71 gastroenterologists, and 36 support staff.
• Participants rated the importance of factors influencing satisfaction, including wait times, pre/post-procedure explanations, reception, pain management, privacy, and findings.

Main Results:

• Thirteen of sixteen factors were deemed important for patient satisfaction.
• Endoscopic findings, written explanations, and procedure alternatives were less critical.
• Gastroenterologists rated written explanations and nursing communication lower than patients and staff.

Conclusions:

• Courtesy, personal manner, and clear explanations from all medical staff are paramount for patient satisfaction.
• The admission process and physician explanations before and after procedures are highly valued.
• Nursing staff perceptions of satisfaction factors align more closely with patients than with gastroenterologists.