Determinants of patient satisfaction survey in a gastrointestinal endoscopy service

Abstract

PurposeThe principal aim of this study is to assess the determinants of patient satisfaction in a gastrointestinal (GI) endoscopy service.Design/methodology/approachA standardised questionnaire is the tool used to measure the perception of patient satisfaction. Questions were grouped by topic into the following sections: service choice, access, approach to the service, endoscopic procedures, staff caring, endoscopy facilities, histological biopsies, ticket payment, communication and information, therapeutical advice and demographic information. The answer format for subjective questions was generated using a Likert‐type scale. The patient satisfaction outcome was obtained from questions about the utility of endoscopy and the willingness to come back to the service again. The determinants of satisfaction identification were evaluated using a multiple logistic regression.FindingsThe questionnaire was administered by the same interviewer to 200 consecutive patients of the Endoscopy Service of the National Cancer Institute in Bari (93 males and 107 females). The variables associated with satisfaction in the most parsimonious logistic model were: hospital cleanliness, comfortable endoscopy area, adequate explanation of endoscopic diagnosis, training and caring of medical staff.Originality/valueIn the survey patient satisfaction with the GI Endoscopy Service is associated with both good structure quality and physician‐patient communication.