Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital

Abstract

BackgroundThere are limited published studies on patient satisfaction towards endoscopy from Asian countries. Different methods of evaluation of patient satisfaction may yield different results and there is currently no study to compare results of on-site versus phone-back interviews.MethodOn-site followed by phone-back interviews were carried out on consecutive patients attending the outpatient gastroscopy service of University of Malaya Medical Centre between July 2010 and January 2011 using the modified Group Health Association of America-9 (mGHAA-9) questionnaire. The question on technical skill of endoscopist was replaced with a question on patient comfort during endoscopy.ResultsSeven hundred patients were interviewed. Waiting times for appointment and on gastroscopy day, and discomfort during procedure accounted for over 90% of unfavorable responses. Favorable response diminished to undesirable level when waiting times for appointment and on gastroscopy day exceeded 1 month and 1 hour, respectively. Satisfaction scores were higher for waiting time for appointment but lower for personal manner of nurses/staff and explanation given during phone-back interview. There was no significant difference in satisfaction scores for other questions, including overall rating between the two methods.ConclusionWaiting times and discomfort during procedure were main causes for patient dissatisfaction. Phone-back interview may result in different scores for some items compared with on-site interview and should be taken into account when comparing results using the different methods.

Does anxiety or waiting time influence patients′ tolerance of upper endoscopy?

“…Previous studies indicate that waiting time on the day of endoscopy, and pain during EGD, were the main reasons for patient dissatisfaction. [ 4 5 ] On the other hand, high pre-procedural levels of anxiety could be associated with a low tolerance and a preference for future sedation. [ 16 ] Recently, Azmi et al .…”

“…[ 16 ] Recently, Azmi et al . [ 5 ] evaluated patient satisfaction in outpatients undergoing upper endoscopy, highlighting the negative impact on patient satisfaction of waiting time on the day of the procedure. Despite the increase in demand for endoscopy, only few studies have examined the actual impact of this waiting time.…”

“…Nevertheless, studies on these topics have not been conclusive. [ 3 4 5 6 7 8 ] In the same way, the influence that waiting time may have on patients' tolerance, considering the time spent between arrival at the endoscopic waiting room and the endoscopic examination itself, is not clear. [ 6 ] Only a few studies evaluating the influence of waiting time on patients' satisfaction have been carried out through submitting surveys after the procedure.…”

“…[ 6 ] Only a few studies evaluating the influence of waiting time on patients' satisfaction have been carried out through submitting surveys after the procedure. [ 5 9 ] Among the most important parameters studied, the quantification of pain is essential in order to assess the tolerability. [ 10 ]…”

National Endoscopy Quality Improvement Program Remains Suboptimal in Korea

“…Of all physicians who responded to our survey, gastroenterologists performed most of the nationwide screening endoscopy in NCSP, and most of them had gastroenterology fellow training for more than 1 year with a sufficient cumulative endoscopy volume. Under current capacity of NCSP, typical waiting time for screening endoscopies in NCSP was less than 4 weeks in over 90% of the endoscopy units, which was very short compared with those of other countries 12–14. In a survey of an Asian tertiary care hospital,12 62% of patients had to wait for more than 4 weeks for their appointment, and a long waiting time was the main cause of patient dissatisfaction.…”