Patient Satisfaction Audit Endoscopy Unit. Whiston Hospital Diane Conway Endoscopy Unit February 2008
Did patients receive information leaflets beforehand? 86% received information 86% received information 14% did not 14% did not Did the patient have the opportunity to discuss the procedure ? Completely45 (90%) Completely45 (90%) Partially5 (10%) Partially5 (10%) Not at allNone (0%) Not at allNone (0%)
Who explained the test and was the information useful? 45 of the patients said it was the endoscopy nurse and the doctor who explained the procedure 45 of the patients said it was the endoscopy nurse and the doctor who explained the procedure 5 of the patients said it was the nurse who explained the procedure 5 of the patients said it was the nurse who explained the procedure All 50 patients felt the information given was completely relevant All 50 patients felt the information given was completely relevant
Consent and Risks explained 48 (96%) patients were satisfied with consent process and information of risks involved 48 (96%) patients were satisfied with consent process and information of risks involved 2 (4%) patients didn’t comment on the questionnaire 2 (4%) patients didn’t comment on the questionnaire Signing of the consent Signing of the consent 44 (88%) of patients signed their consent forms in the procedure room 44 (88%) of patients signed their consent forms in the procedure room 6 (12%) were unsure where they signed their consent forms 6 (12%) were unsure where they signed their consent forms
Post endoscopy experience 45 (90%) patients felt the procedure was acceptable 45 (90%) patients felt the procedure was acceptable 5 (10%) did not comment 5 (10%) did not comment 46 (92%) patients said they were told of possible complications and were given a contact number if advice was required 46 (92%) patients said they were told of possible complications and were given a contact number if advice was required 4 (8%) patients did not comment 4 (8%) patients did not comment
Environment 100% were completely satisfied Patient suggestions; “Promote healthy eating in the recovery” Staff 100% were completely satisfied, comments:- “The staff make you feel safe” “All staff excellent” “Completely satisfied” “Completely satisfied with staff though healthy option eating like brown bread and fruit should be an option in the recovery area” “Staff made up for any pain” “Everyone on the unit was very pleasant and helpful towards me”
Conclusions Excellent response Excellent response Patients felt well informed, with appropriate aftercare, discharge plan, and written information given Patients felt well informed, with appropriate aftercare, discharge plan, and written information given When available should make better use of the consent room When available should make better use of the consent room As per GRS and clinical governance satisfaction survey will be done annually to maintain standards As per GRS and clinical governance satisfaction survey will be done annually to maintain standards In comparison to August 2007 satisfaction survey improvements noted in consent, written information and after care In comparison to August 2007 satisfaction survey improvements noted in consent, written information and after care
Recommendations New build will assist in the consent process outside of the procedure room New build will assist in the consent process outside of the procedure room Focus group to be randomly chosen to give verbal feedback of their experience on endoscopy Focus group to be randomly chosen to give verbal feedback of their experience on endoscopy ‘Meet, Greet & Discharge‘ nurses will improve continuity of care ‘Meet, Greet & Discharge‘ nurses will improve continuity of care