1. Patient Satisfaction Audit Endoscopy Unit Diane Conway & Paul Madigan Whiston Hospital Endoscopy Unit July 2007

2. Patient Satisfaction Endo 2007 Aim To assess quality and improve service delivery on endoscopy

3. Patient Satisfaction Endo 2007 Objectives To assess patient satisfaction with service provided on Endoscopy unit at Whiston Hospital. To assess suitability and effectiveness of patient information before procedures To improve service delivery To meet GRS standards and recommendations

4. Patient Satisfaction Endo 2007 Methods Prospective study including 55 patients over 1 month period from 1st Oct 2006 – 1st Oct 2007 Adult patients attending Endoscopy Unit, outpatients and inpatients Patients randomly chosen on admission to endoscopy by trained nurse Patient satisfaction questionnaire was used

5. Patient Satisfaction Endo 2007 Results Referral Source: N =55 GP : 30 patients OPD : 17 In Pts : 8

6. Patient Satisfaction Endo 2007 Type of Procedure Undertaken

7. Patient Satisfaction Endo 2007 Pre procedure information leaflets Did patients receive information leaflets beforehand? 39 (71%) received leaflets 16 (29%) did not Did the leaflets explain in clear manner? 31(55%) felt it the information was completely clear 6 felt it was partially clear 1 felt it was insufficient 1 felt it did not explain the procedure at all

8. Patient Satisfaction Endo 2007 Did the patient have opportunity to discuss procedure? Completely = 45(82%) Partially = 3 ( 1 OGD,2 flexi sig) Insufficiently = 2 (1 flexi sig,1 OGD) Not at all = 5 (1 ERCP,2 flexi sig,1 OGD)

9. Patient Satisfaction Endo 2007 Who explained test and was the information useful? 45 of patients said it was the Endoscopy nurse or doctor who spoke to them and explained the procedure 45 patients felt information given completely helpful

10. Patient Satisfaction Endo 2007 Consent and risks explained 39 patients (71%) informed of risks involved 16 (39%) not informed (6 had OGDs,6 had sig,2 colons,1 bronch,1 unsure) Signing of consent 25 patients signed in procedure room 19 with Endo nurse (? Nurse Endoscopist) 5 in OPD 6 unsure

11. Patient Satisfaction Endo 2007 Was the patient satisfied with the consent process?

12. Patient Satisfaction Endo 2007 Was the patient offered sedation?

13. Patient Satisfaction Endo 2007 Post endoscopy experience 48 patients (87%) felt procedure was acceptable 7 did not comment 0 said it was totally unacceptable 47 (85%) patient were given a full explanation of results 46 (86%) were told of possible reactions following procedure but only 18 (32%) patients were given contact number if advice was required

14. Patient Satisfaction Endo 2007 Environment and staff 52 (95%) patients felt that staff treated them politely and with respect (3 did not comment) 52 (95%) felt the unit was pleasant & comfortable Problems-not enough privacy “ pts could be seen entering loos ” “ pts waiting 1 hour on unit before procedure ”

15. Patient Satisfaction Endo 2007 Patient suggestions “ more appropriate appointment times ” “ provide more information ” “ change location of loos as opposite waiting area ” “ private area for exchange of information ”

16. Patient Satisfaction Endo 2007 Patients comments “ What happens to results & what pre-empted questionnaire ” - Pt would like feedback “ aftercare was excellent ” “ more than satisfied with treatment ” “ delighted with Drs and staff, excellent from start to finish ” “ very friendly ” “ no need to change ”

17. Patient Satisfaction Endo 2007 Conclusions Excellent response from patient satisfaction questionnaire Pts chosen undergoing good variety of procedures (with and without sedation) Information given to patients was clear but not all patient received information 48 (87%) of patients felt they had the opportunity to discuss the procedure beforehand 71% of patients felt they were informed of risks involved before having procedure

18. Patient Satisfaction Endo 2007 Conclusions continued Only 2% felt consent information was insufficient 71% of patients were offered sedation Majority of patients were happy with the procedure and aftercare Only a small number had a contact telephone number if complications occurred Excellent staff and environment

19. Patient Satisfaction Endo 2007 Recommendations New build Increased use of consent room Improved aftercare information Repeat audit in 6 months