A prospective audit of patient experiences in colonoscopy using the Global Rating Scale: A cohort of 1187 patients

Vincent Jonge, Jerome Sint Nicolaas, EA Lalor, CK Wong, B (Brennan) Walters, A Bala, Ernst Kuipers, M Leerdam, SJOV van Zanten

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Abstract

BACKGROUND: The Global Rating Scale (GRS) comprehensively evaluates the quality of an endoscopy department, providing a patient-centred framework for service improvement. OBJECTIVE: To assess patient experiences during colonoscopy and identify areas that need service improvement using the GRS. METHODS: Consecutive outpatients undergoing colonoscopy were asked to complete a pre- and postprocedure questionnaire. Questions were based on GRS items and a literature review. The preprocedure questionnaire addressed items such as patient characteristics and information provision. The postprocedure questionnaire contained questions regarding comfort, sedation, the attitude of endoscopy staff and aftercare. RESULTS: The preprocedure questionnaire was completed by 1187 patients, whereas the postprocedure part of the questionnaire was completed by 851 patients (71.9%). Fifty-four per cent of patients were first seen in the outpatient clinic. The indication for colonoscopy was explained to 85% of the patients. Sixty-five per cent of the patients stated that information about the risks of colonoscopy was provided. Sedation was used in 94% of the patients; however, 23% judged the colonoscopy to be more uncomfortable than expected. Ten per cent of patients rated the colonoscopy as (very) uncomfortable. Preliminary results of the colonoscopy were discussed with 87% of patients after the procedure. Twenty-one per cent of the patients left the hospital without knowing how to obtain their final results. Being comfortable while waiting for the procedure (OR 9.93) and a less uncomfortable procedure than expected (OR 2.99) were important determinants of the willingness to return for colonoscopy. CONCLUSIONS: The present study provided evidence supporting the GRS in identifyng service gaps in the quality of patient experiences for colonoscopy in a North American setting. Assessing experiences is useful in identifying areas that need improvement such as the provision of pre- and postprocedure information.
Original languageUndefined/Unknown
Pages (from-to)607-613
Number of pages7
JournalCanadian Journal of Gastroenterology
Volume24
Issue number10
Publication statusPublished - 2010

Research programs

  • EMC MM-04-20-01

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