Effective communication enhances the patients' endoscopy experience. (February 2016)

• Record Type: Journal Article
• Authors: Toomey, D.; Hackett-Brennan, M.; Corrigan, G.; Singh, C.; Nessim, G.; Balfe, P.
• Is Part Of: Irish journal of medical science. Volume 185:Number 1(2016)
• Page Start: 203
• Page End: 214
• Publication Date: 2016-02
• Subjects: Endoscopy -- Colonoscopy -- Consent -- Education; Medicine -- Periodicals; Medicine -- Periodicals; 610
• DOI: 10.1007/s11845-015-1270-0
• Languages: English
• ISSNs: 0021-1265

Abstract

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.