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Evaluating customer satisfaction with colonoscopy

P Salmon1, R Shah, S Berg

  • 1Department of Clinical Psychology, University of Liverpool, U.K.

Endoscopy
|May 1, 1994
PubMed
Summary
This summary is machine-generated.

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Patient experiences with colonoscopy are multi-dimensional, encompassing satisfaction, physical discomfort, and emotional distress. These factors are independent, meaning comfort and distress do not influence patient satisfaction.

Area of Science:

  • Gastroenterology
  • Medical Psychology

Background:

  • Colonoscopy is a common procedure with varying patient experiences.
  • Understanding patient perspectives is crucial for quality improvement.

Purpose of the Study:

  • To develop and validate a questionnaire assessing patient experiences after colonoscopy.
  • To identify the key dimensions of patient experience during colonoscopy.

Main Methods:

  • Qualitative interviews with 20 patients post-colonoscopy.
  • Development of a 31-item questionnaire based on interview data.
  • Principal components analysis of questionnaire responses from 110 patients.

Main Results:

  • Colonoscopy experience is multi-dimensional, comprising satisfaction, physical discomfort, and emotional distress.

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  • Satisfaction was found to be independent of physical discomfort and emotional distress.
  • Higher endoscopist experience correlated with reduced emotional distress, not discomfort.
  • Female patients reported more physical discomfort than males, with no difference in satisfaction or distress.

    • Conclusions:

    • Patient experience of colonoscopy is complex and not solely defined by comfort or satisfaction.
    • The developed questionnaire can quantify patient experience across multiple dimensions.
    • Findings suggest focusing on reducing emotional distress may enhance patient satisfaction during colonoscopy.