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Canadian Journal of Gastroenterology
Volume 27 (2013), Issue 5, Pages 259-266
http://dx.doi.org/10.1155/2013/615206
Original Article

Patient Satisfaction with the Endoscopy Experience and Willingness to Return in a Central Canadian Health Region

Russell Loftus,1 Zoann Nugent,1,2,3 Lesley A Graff,4 Frederick Schumacher,1 Charles N Bernstein,1,2 and Harminder Singh1,2,5

1Internal Medicine, University of Manitoba, Winnipeg, Manitoba, Canada
2University of Manitoba IBD Clinical and Research Centre, University of Manitoba, Winnipeg, Manitoba, Canada
3CancerCare Manitoba, Department of Epidemiology and Cancer Registry, University of Manitoba, Winnipeg, Manitoba, Canada
4Clinical Health Psychology, University of Manitoba, Winnipeg, Manitoba, Canada
5Community Health Sciences, University of Manitoba, Winnipeg, Manitoba, Canada

Received 26 September 2012; Accepted 29 November 2012

Copyright © 2013 Hindawi Publishing Corporation. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Abstract

OBJECTIVE: Patient experiences with endoscopy visits within a large central Canadian health region were evaluated to determine the relationship between the visit experience and the patients’ willingness to return for future endoscopy, and to identify the factors associated with patients’ willingness to return.

METHODS: A self-report survey was distributed to 1200 consecutive individuals undergoing an upper and/or lower gastrointestinal endoscopy at any one of the six hospital-based endoscopy facilities in the region. The Spearman correlation coefficient was used to assess the association between the patients’ overall rating of the visits and willingness to return for repeat procedures under similar medical circumstances. Logistic regression analyses were performed to identify the factors associated with willingness to return for repeat endoscopy and overall satisfaction (rating) of the visit.

RESULTS: A total of 529 (44%) individuals returned the questionnaire, with 45% rating the visit as excellent and 56% indicating they were extremely likely to return for repeat endoscopy. There was a low moderate correlation between overall rating of the visit and patients’ willingness to return for repeat endoscopy (r=0.30). The factors independently associated with patient willingness to return for repeat endoscopy included perceived technical skills of the endoscopists (OR 2.7 [95% CI 1.3 to 5.5]), absence of pain during the procedure (OR 2.2 [95% CI 1.3 to 3.6]) and history of previous endoscopy (OR 2.4 [95% CI 1.4 to 4.1]). In contrast, the independent factors associated with the overall rating of the visit included information provided pre- and postprocedure, wait time before and on the day of the visit, and the physical environment.

CONCLUSIONS: To facilitate patient return for needed endoscopy, it is important to assess patients’ willingness to return because positive behavioural intent is not simply a function of satisfaction with the visit.