Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care Hospital
Aim. To evaluate patient satisfaction towards an outpatient colonoscopy service and analyze areas of dissatisfaction for potential improvement. Method. Consecutive patients attending the outpatient diagnostic colonoscopy service in University of Malaya Medical Centre between 1st February and 31th Ju...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Wiley
2012-01-01
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| Series: | Gastroenterology Research and Practice |
| Online Access: | http://dx.doi.org/10.1155/2012/561893 |
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| _version_ | 1832553578843078656 |
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| author | Wah-Kheong Chan Khean-Lee Goh |
| author_facet | Wah-Kheong Chan Khean-Lee Goh |
| author_sort | Wah-Kheong Chan |
| collection | DOAJ |
| description | Aim. To evaluate patient satisfaction towards an outpatient colonoscopy service and analyze areas of dissatisfaction for potential improvement. Method. Consecutive patients attending the outpatient diagnostic colonoscopy service in University of Malaya Medical Centre between 1st February and 31th July 2010 were interviewed using a questionnaire modified from the modified Group Health Association of America-9 (mGHAA-9) questionnaire. Favorable/unfavorable responses to each question, contribution of each question to unfavorable responses, and effect of waiting times on favorable/unfavorable response rates were analyzed. Results. Interview was carried out on 426 patients (52.1% men). Mean age ± standard deviation was 61.3±12.9 years old. Mean waiting times for colonoscopy appointment and on colonoscopy day were 3.8±2.7 months and 1.1±0.8 hours, respectively. The main factors that contributed to unfavorable responses were bowel preparation followed by waiting times for colonoscopy appointment and on colonoscopy day (32.3%, 27.5%, and 19.6%, resp.). Favorable responses diminished to undesirable levels when waiting times for colonoscopy appointment and on colonoscopy day exceeded 1 month and 1 hour, respectively. Conclusion. Bowel preparation and waiting times were main factors for patient dissatisfaction. Waiting times for colonoscopy appointment and on colonoscopy day should not exceed 1 month and 1 hour, respectively, to maintain acceptable levels of patient satisfaction. |
| format | Article |
| id | doaj-art-e15a6f6afe2f4cd88ace2d1afe16b690 |
| institution | Kabale University |
| issn | 1687-6121 1687-630X |
| language | English |
| publishDate | 2012-01-01 |
| publisher | Wiley |
| record_format | Article |
| series | Gastroenterology Research and Practice |
| spelling | doaj-art-e15a6f6afe2f4cd88ace2d1afe16b6902025-02-03T05:53:48ZengWileyGastroenterology Research and Practice1687-61211687-630X2012-01-01201210.1155/2012/561893561893Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care HospitalWah-Kheong Chan0Khean-Lee Goh1Division of Gastroenterology, Department of Medicine, Faculty of Medicine, University of Malaya, 50603 Kuala Lumpur, MalaysiaDivision of Gastroenterology, Department of Medicine, Faculty of Medicine, University of Malaya, 50603 Kuala Lumpur, MalaysiaAim. To evaluate patient satisfaction towards an outpatient colonoscopy service and analyze areas of dissatisfaction for potential improvement. Method. Consecutive patients attending the outpatient diagnostic colonoscopy service in University of Malaya Medical Centre between 1st February and 31th July 2010 were interviewed using a questionnaire modified from the modified Group Health Association of America-9 (mGHAA-9) questionnaire. Favorable/unfavorable responses to each question, contribution of each question to unfavorable responses, and effect of waiting times on favorable/unfavorable response rates were analyzed. Results. Interview was carried out on 426 patients (52.1% men). Mean age ± standard deviation was 61.3±12.9 years old. Mean waiting times for colonoscopy appointment and on colonoscopy day were 3.8±2.7 months and 1.1±0.8 hours, respectively. The main factors that contributed to unfavorable responses were bowel preparation followed by waiting times for colonoscopy appointment and on colonoscopy day (32.3%, 27.5%, and 19.6%, resp.). Favorable responses diminished to undesirable levels when waiting times for colonoscopy appointment and on colonoscopy day exceeded 1 month and 1 hour, respectively. Conclusion. Bowel preparation and waiting times were main factors for patient dissatisfaction. Waiting times for colonoscopy appointment and on colonoscopy day should not exceed 1 month and 1 hour, respectively, to maintain acceptable levels of patient satisfaction.http://dx.doi.org/10.1155/2012/561893 |
| spellingShingle | Wah-Kheong Chan Khean-Lee Goh Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care Hospital Gastroenterology Research and Practice |
| title | Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care Hospital |
| title_full | Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care Hospital |
| title_fullStr | Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care Hospital |
| title_full_unstemmed | Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care Hospital |
| title_short | Evaluation of Patient Satisfaction of an Outpatient Colonoscopy Service in an Asian Tertiary Care Hospital |
| title_sort | evaluation of patient satisfaction of an outpatient colonoscopy service in an asian tertiary care hospital |
| url | http://dx.doi.org/10.1155/2012/561893 |
| work_keys_str_mv | AT wahkheongchan evaluationofpatientsatisfactionofanoutpatientcolonoscopyserviceinanasiantertiarycarehospital AT kheanleegoh evaluationofpatientsatisfactionofanoutpatientcolonoscopyserviceinanasiantertiarycarehospital |