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El resumen del trabajo es el siguiente:

Assessment of the Patient Perceived Quality in Gastrointestinal Endoscopy to Identify Improvement Opportunities

 Authors: A. Sanchez del Rio , O. Alarcon, J.S. Baudet, C. Dorta

 OBJECTIVE: To analyze the results of perceived quality questionnaires applied to patients referred to our endoscopy unit. To select  those aspects contributed in the dissatisfaction of the patients in order to get its improvement METHODS: The spanish version of the GHAA-9 questionnaire, previously translated and validated, was applied to 537 consecutive patients (49+15 years, 53% women) three weeks after they had a gastrointestinal endoscopy. The questionnaire has 7 questions evaluated with an ordinal scale (bad, fair, good, very good, excellent).  Six questions were on  perceived quality aspects  ( waiting time for the appointment, waiting time at the endoscopy room, physician and endoscopy staff  kindness, explanations during the endoscopy and discomfort perceived during  the endoscopy). The seventh question was on the global perceived quality. A patient was defined as “disssatisfied” when the score was bad, fair or good in the seventh question (n=88). To identify the leading causes of dissatisfaction the other six variables were gather together in the levels bad-fair and good-very good-excellent and treated like categorical variables. We used a Paretto´s chart and  univariate and multivariate analysis with logistical regression to identify improvement opportunities. We also considered control variables: type of endoscopy, comorbidity, age, gender and education level. RESULTS.: Using a Paretto´s chart , for the dissatisfied patients, the most frecuent causes of dissatisfaction were the waiting time for the appointment, the explanations on the test and the discomfort perceived during the endoscopy. With the univariate analysis we identified six variables more frequent in the “dissatisfied” group: waiting time for the appointment, waiting time at the endoscopy room, physician kindness and  explanations and discomfort during the test. With logistical regression analysis only three variables were included: waiting time for the appointment, explanations on the test and discomfort during the endoscopy CONCLUSIONS: Questionnaires on satisfaction allow us to identify the main causes of dissatisfaction. In our unit, they were the waiting time for the appointment, explanations on the test and  discomfort during the endoscopy.