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Factors affecting patient satisfaction during endoscopic procedures.

Author(s)
Muhammad Omar Qureshi Department of Gastroenterology, Shifa International Hospital and Shifa College of Medicine, Islamabad, Pakistan
Farzana Shafqat Department of Gastroenterology, Shifa International Hospital and Shifa College of Medicine, Islamabad, Pakistan
Shafiq Ahmed Department of Gastroenterology, Shifa International Hospital and Shifa College of Medicine, Islamabad, Pakistan
Tariq Khan Niazi Department of Medicine, Shifa International Hospital and Shifa College of Medicine, Islamabad, Pakistan
Nasir Khan Khokhar Department of Gastroenterology / Medicine, Shifa International Hospital, Islamabad, Pakistan
Abstract
OBJECTIVE: To assess the quality and patient satisfaction in Endoscopy Unit of Shifa International Hospital. STUDY DESIGN: Cross-sectional survey. PLACE AND DURATION OF STUDY: Division of Gastroenterology, Shifa International Hospital, Islamabad, Pakistan, from July 2011 to January 2012. METHODOLOGY: Quality and patient satisfaction after the endoscopic procedure was assessed using a modified GHAA-9 questionnaire. Data was analyzed using SPSS version 16. RESULTS: A total of 1028 patients were included with a mean age of 45 +/- 14.21 years. Out of all the procedures, 670 (65.17%) were gastroscopies, 181 (17.60%) were flexible sigmoidoscopies and 177 (17.21%) were colonoscopies. The maximum unsatisfactory responses were on the waiting time before the procedure (13.13 %), followed by unsatisfactory explanation of the procedure and answers to questions (7.58%). Overall, unsatisfied impression was 4.86%. The problem rate was 6.22%. CONCLUSION: The quality of procedures and level of satisfaction of patients undergoing a gastroscopy or colonoscopy was generally good. The factors that influence the satisfaction of these patients are related to communication between doctor and patient, doctor`s manner and waiting time for the procedure. Feedback information in an endoscopy unit may be useful in improving standards, including the performance of endoscopists.
Publication Details
Page(s) 775-779
DOI DOI not available
Published Journal: Journal of College of Physicians and Surgeons--Pakistan : JCPSP, Volume: 23, Issue: 11, Year: 2013

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