Gastrointestinal Endoscopy
Volume 69, Issue 4 , Pages 883-891.e1, April 2009

Factors influencing patient satisfaction when undergoing endoscopic procedures

Current affiliations: Division of Gastroenterology (H.H.K., J.J.T., R.E.), Department of Statistics (H.Z.), St. Paul's Hospital, University of British Columbia, Vancouver, British Columbia, Canada

Received 10 February 2008; accepted 16 June 2008. published online 19 January 2009.

Vancouver, British Columbia, Canada

Background

Limited data are available regarding the best mechanism and timing for assessing patient satisfaction with endoscopy.

Objective

To identify factors related to patient satisfaction with endoscopy and to determine if satisfaction after the procedure correlates with measurements at a later date.

Design

A prospective cohort study.

Setting

Tertiary academic hospital.

Patients

Patients undergoing EGD, colonoscopy, or both.

Interventions

Patients received preprocedure and postprocedure questionnaires on the procedure day. A third questionnaire (telephone or mail) was administered at least 1 week later.

Main Outcome Measurements

Satisfaction scores.

Results

A total of 261 patients were studied (53% men). The mean age was 55 ± 14 years. A total of 226 patients (86.6%) were very satisfied with their endoscopy. Factors positively associated with satisfaction were as follow: doctor's personal manner (odds ratio [OR] 3.00 [95% CI, 1.80-5.03]), doctor's technical skills (OR 2.65 [95% CI, 1.55-4.51]), nurse's personal manner (OR 2.84 [95% CI, 1.74-4.63]), physical environment (OR 1.75 [95% CI, 1.16–2.64]), and more time with doctor discussing the procedure (OR 1.66 [95% CI, 1.02–2.69]). Higher levels of pain or discomfort were associated with less satisfaction (OR 0.57 [95% CI, 0.36–0.90]). A total of 141 of 261 patients (54%) were reached for follow-up (mean [SD] 39 ± 26 days). These patients were less satisfied (rating dropped mean 0.35 points, P = .03) than those questioned sooner after the procedure and recalled experiencing more pain (rating increased mean 0.44 points, P = 0.01).

Limitation

Single center.

Conclusions

This study identified several factors that impacted patient satisfaction. Most patients initially appeared very satisfied, perhaps because of residual sedation and the distinct setting of the surveys. However, patient satisfaction tended to decrease over time, possibly because of recall bias. Future studies with patient satisfaction may require assessment at a date further removed from their endoscopy.

Abbreviations: CE, capsule endoscopy, mGHAA-9, modified Group Health Association of America 9-item survey, OR, odds ratio

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 DISCLOSURE: All authors disclosed no financial relationships relevant to this publication.

 Presented at Digestive Disease Week, May 20-23 2007, Washington DC (Gastrointest Endosc 2007;65:AB359).

 If you want to chat with an author of this article, you may contact him at renns@interchange.ubc.ca.

PII: S0016-5107(08)02094-4

doi:10.1016/j.gie.2008.06.024

Gastrointestinal Endoscopy
Volume 69, Issue 4 , Pages 883-891.e1, April 2009

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