Benchmarking patient experiences in colonoscopy using the Global Rating Scale.

Area of Science:

• Gastroenterology
• Patient Experience Research
• Healthcare Quality Improvement

Background:

• The Global Rating Scale (GRS) is a validated tool for assessing patient-centered care in endoscopy.
• Previous studies established GRS in England; this study evaluated its utility in the Dutch endoscopy setting.

Purpose of the Study:

• To evaluate patient experiences of colonoscopy using the GRS in the Netherlands.
• To compare patient satisfaction across different endoscopy departments and establish benchmarks.
• To identify factors influencing patient satisfaction and willingness to repeat the procedure.

Main Methods:

• A GRS questionnaire was administered to outpatients before and after colonoscopy.
• The questionnaire covered the entire colonoscopy process, from appointment scheduling to discharge.
• Data from 12 endoscopy departments were analyzed to calculate mean values, ranges, and assess heterogeneity.

Main Results:

• 1904 pre-procedure and 1532 post-procedure questionnaires were analyzed.
• Mean wait time was 4.3 weeks; 54% had appointment choice.
• 20% reported discomfort; 76% found recovery room privacy satisfactory; 79% felt informed about post-discharge care.
• 85% were willing to repeat colonoscopy, but burdensome preparation, staff attitude, low acceptance, and unexpected discomfort decreased willingness.

Conclusions:

• Colonoscopy patient experiences were satisfactory but showed significant inter-departmental variation.
• The GRS questionnaire is a feasible tool for assessing patient experience in Dutch endoscopy settings.
• Variability highlights opportunities for benchmarking and identifying service shortcomings.