Background: There are limited published studies on patient satisfaction towards endoscopy from Asian countries.\r\nDifferent methods of evaluation of patient satisfaction may yield different results and there is currently no study to\r\ncompare results of on-site versus phone-back interviews.\r\nMethod: On-site followed by phone-back interviews were carried out on consecutive patients attending the\r\noutpatient gastroscopy service of University of Malaya Medical Centre between July 2010 and January 2011 using\r\nthe modified Group Health Association of America-9 (mGHAA-9) questionnaire. The question on technical skill of\r\nendoscopist was replaced with a question on patient comfort during endoscopy.\r\nResults: Seven hundred patients were interviewed. Waiting times for appointment and on gastroscopy day, and\r\ndiscomfort during procedure accounted for over 90% of unfavorable responses. Favorable response diminished to\r\nundesirable level when waiting times for appointment and on gastroscopy day exceeded 1 month and 1 hour,\r\nrespectively. Satisfaction scores were higher for waiting time for appointment but lower for personal manner of\r\nnurses/staff and explanation given during phone-back interview. There was no significant difference in satisfaction\r\nscores for other questions, including overall rating between the two methods.\r\nConclusion: Waiting times and discomfort during procedure were main causes for patient dissatisfaction. Phoneback\r\ninterview may result in different scores for some items compared with on-site interview and should be taken\r\ninto account when comparing results using the different methods.
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