Patient Satisfaction After Endoscopic Ultrasound (EUS): A Single Center Experience

Abstract

Introduction: The need to improve quality in healthcare delivery is of prime importance. The Centers for Medicare and Medicaid Services (CMS), hospitals, and insurance providers alike are striving to better define and measure quality of health care. Considering patient satisfaction as one of the most important issues in achieving excellence in health care, this is our attempt to evaluate patient satisfaction in the endoscopic ultrasound (EUS) procedure. Aim: There is a dearth of published literature about patient satisfaction following EUS. We hypothesized that patient satisfaction was positive in most patients who underwent the procedure at our institution. Methods: In an effort to monitor and improve patient satisfaction with EUS, patient satisfaction forms were developed and mailed to patients post procedure. Surveys from last 2 years were reviewed. Of the 377 patients who underwent EUS, 116 patients (76F:40M; mean±SD age 65.05±11.90 years) completed the survey and were included in analysis. Results: More than 95% patients responded positively when asked about 1.) purpose of procedure explained, 2.) discussion of risks/benefits, 3.) getting pre-procedure diet instructions, 4.) friendliness of staff/nurses, and 5.) receiving discharge instructions. Two key areas identified for patient dissatisfaction were 1.) procedure delay of >30 min reported by 25% (29/116) and 2.) delay/inability to meet patient’s family after the procedure reported by 8.62% (10/116). There were no major complications reported, although mild pain and abdominal distension was reported by 17.24% and 4.31% patients, respectively. Mean fentanyl and versed used were 135±57.90 mcg and 6.7±2.76 mg. Ninety-three percent of patients reported their overall experience as superior, and 96.55% considered it worth being recommended to friends and family. When responses were analyzed with respect to gender, females reported more adverse events (26.32% vs 15%, p<0.05), higher dissatisfaction with timeliness of procedure (28.95% vs 17.5%, p<0.05) and lesser overall satisfaction (76.31% vs 90%, p<0.05) than males. Conclusion: Overall patient satisfaction with EUS was >95%, with females less satisfied than males. Key areas for improvement in patient satisfaction include punctual procedures and communication with family post procedure.