Patient Satisfaction AuditPatient Satisfaction AuditEndoscopy Unit. Endoscopy Unit. Whiston HospitalWhiston Hospital

Diane ConwayDiane Conway

Endoscopy Unit Endoscopy Unit

February 2008February 2008

Did patients receive information Did patients receive information

leafletsleafletsbeforehand? beforehand?

• 86% received information86% received information• 14% did not14% did not

Did the patient have the opportunity to Did the patient have the opportunity to discuss the procedure ?discuss the procedure ?

• CompletelyCompletely 45 (90%)45 (90%)• PartiallyPartially 5 (10%)5 (10%)• Not at allNot at all None (0%)None (0%)

Who explained the test and Who explained the test and was the information useful? was the information useful?

• 45 of the patients said it was the 45 of the patients said it was the endoscopy nurse and the doctor who endoscopy nurse and the doctor who explained the procedureexplained the procedure

• 5 of the patients said it was the 5 of the patients said it was the nurse who explained the procedurenurse who explained the procedure

• All 50 patients felt the information All 50 patients felt the information given was completely relevant given was completely relevant

Consent and Risks Consent and Risks explainedexplained• 48 (96%) patients were satisfied with 48 (96%) patients were satisfied with

consent process and information of risks consent process and information of risks involved involved

• 2 (4%) patients didn’t comment on the 2 (4%) patients didn’t comment on the questionnairequestionnaire

Signing of the consentSigning of the consent• 44 (88%) of patients signed their consent 44 (88%) of patients signed their consent

forms in the procedure roomforms in the procedure room• 6 (12%) were unsure where they signed 6 (12%) were unsure where they signed

their consent forms their consent forms

Post endoscopy experience Post endoscopy experience

• 45 (90%) patients felt the procedure 45 (90%) patients felt the procedure was acceptablewas acceptable

• 5 (10%) did not comment5 (10%) did not comment

• 46 (92%) patients said they were told 46 (92%) patients said they were told of possible complications and were of possible complications and were given a contact number if advice was given a contact number if advice was requiredrequired

• 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”

ConclusionsConclusions• Excellent response Excellent response • Patients felt well informed, with Patients felt well informed, with

appropriate aftercare, discharge plan, and appropriate aftercare, discharge plan, and written information given written information given

• When available should make better use of When available should make better use of the consent room the consent room

• As per GRS and clinical governance As per GRS and clinical governance satisfaction survey will be done annually satisfaction survey will be done annually to maintain standardsto maintain standards

• In comparison to August 2007 satisfaction In comparison to August 2007 satisfaction survey improvements noted in consent, survey improvements noted in consent, written information and after carewritten information and after care

RecommendationsRecommendations

• New build will assist in the consent New build will assist in the consent process outside of the procedure roomprocess outside of the procedure room

• Focus group to be randomly chosen to Focus group to be randomly chosen to give verbal feedback of their experience give verbal feedback of their experience on endoscopyon endoscopy

• ‘‘Meet, Greet & Discharge‘ nurses will Meet, Greet & Discharge‘ nurses will improve continuity of careimprove continuity of care