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

BACKGROUND: There 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. METHOD: On-s...

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Autores principales: Azmi, Najib, Chan, Wah-Kheong, Goh, Khean-Lee
Formato: Online Artículo Texto
Lenguaje:English
Publicado: BioMed Central 2012
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3444441/
https://www.ncbi.nlm.nih.gov/pubmed/22839572
http://dx.doi.org/10.1186/1471-230X-12-96
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author Azmi, Najib
Chan, Wah-Kheong
Goh, Khean-Lee
author_facet Azmi, Najib
Chan, Wah-Kheong
Goh, Khean-Lee
author_sort Azmi, Najib
collection PubMed
description BACKGROUND: There 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. METHOD: On-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. RESULTS: Seven 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. CONCLUSION: Waiting 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.
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spelling pubmed-34444412012-09-18 Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital Azmi, Najib Chan, Wah-Kheong Goh, Khean-Lee BMC Gastroenterol Research Article BACKGROUND: There 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. METHOD: On-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. RESULTS: Seven 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. CONCLUSION: Waiting 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. BioMed Central 2012-07-28 /pmc/articles/PMC3444441/ /pubmed/22839572 http://dx.doi.org/10.1186/1471-230X-12-96 Text en Copyright ©2012 Azmi et al.; licensee BioMed Central Ltd. http://creativecommons.org/licenses/by/2.0 This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/2.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
spellingShingle Research Article
Azmi, Najib
Chan, Wah-Kheong
Goh, Khean-Lee
Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital
title Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital
title_full Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital
title_fullStr Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital
title_full_unstemmed Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital
title_short Evaluation of patient satisfaction of an outpatient gastroscopy service in an Asian tertiary care hospital
title_sort evaluation of patient satisfaction of an outpatient gastroscopy service in an asian tertiary care hospital
topic Research Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3444441/
https://www.ncbi.nlm.nih.gov/pubmed/22839572
http://dx.doi.org/10.1186/1471-230X-12-96
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