Toomey DP, Hackett-Brennan M, Corrigan G, Singh C, Nessim G, Balfe P. Effective communication enhances the patients' endoscopy experience.
Ir J Med Sci 2015;
185:203-14. [PMID:
25690478 DOI:
10.1007/s11845-015-1270-0]
[Citation(s) in RCA: 13] [Impact Index Per Article: 1.4] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/17/2014] [Accepted: 02/07/2015] [Indexed: 01/26/2023]
Abstract
BACKGROUND
Undergoing an endoscopy is a stressful experience for patients.
AIMS
To audit the endoscopy pathway to improve patient satisfaction.
METHODS
A prospective survey of endoscopy patients to identify system improvements that were then implemented.
RESULTS
The survey was performed before (N = 71) and after (N = 60) process improvements identified by the initial survey. Information provision and staff communication skills were identified for optimisation. Patient anxiety at home was significantly reduced (median 2 vs. 1, p < 0.01). Education of endoscopy staff significantly improved the quality of information provided before and after the procedure with regard to sedation (median 4 vs. 5, p < 0.01), discomfort (median 4 vs. 5, p < 0.01), complications (28 vs. 82 %, p < 0.01), findings (89 vs. 100 %, p < 0.01) and follow-up (73 vs. 90 %, p = 0.015). Gloucester Comfort Scores during endoscopy improved (median 1 vs. 0, p < 0.01) without increasing sedation levels. Patient feelings of invasion/trauma significantly decreased. Overall 95 % of patients were satisfied.
CONCLUSION
Structured information leaflets and improved staff communication skills reduce anxiety and enhance patients' experiences. They are now standard operating procedures.
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