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.
Highlights
There are limited published studies on patient satisfaction towards endoscopy from Asian countries
Satisfaction scores were higher for waiting time for appointment but lower for personal manner of nurses/staff and explanation given during phone-back interview
Phoneback 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
Summary
There are limited published studies on patient satisfaction towards endoscopy from Asian countries. Deficiencies in an endoscopy unit can be identified through such studies and these can be analyzed and solutions can be made to improve the overall quality of endoscopy. In the year 2010, over 2000 outpatient gastroscopies were performed and the number is increasing. Despite this figure, no studies have been done to assess patient satisfaction. We decided to perform a survey to assess patient satisfaction of our outpatient gastroscopy service and to identify areas of dissatisfaction for improvement.
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