PATIENTS’ SATISFACTION WITH UPPER

GASTROINTESTINAL ENDOSCOPY CARRIED

D.R. DIAZ- RODRIGUEZ*; M. GRANADOS-MARTIN*
*DUE UNIDAD DE ENDOSCOPIAS. SERVICIO DE
OUT IN HOSPITAL DE FUENLABRADA,
DIGESTIVO
MADRID, SPAIN
INTRODUCTION
RESULTS
Quality of care and the quality of patient attention in the
RESULTS
hospital and proper care of Health Services are measured by the
degree of the patients’ satisfaction.
Patients’ satisfaction is considered by some authors as the
expectations of the patients with regard to the health care Educational level
attention received. This constitutes an indicator not only of the Gender
technical quality of the care, but also of the attention the patient 50 49,5%

45
received and the time spent with the patient , so that it gives a 40 33,2%
global idea of the overall satisfaction of the patient while at the 35

Health Center (Costa, 2000) Women

30

Man 25
56% 44%
In our unit (was opened recently), the use of the saliva 20
15
10,4%

ejector and pharyngeal anaesthesia are part of the protocol in 10

6,9%

UGE. The knowledge of the patients’ satisfaction is important to 5

0
determine the weak points in the health care process and to

Superiores
Primarios

Medios
No tiene
implement improvements. For all these reasons, we think that it is
important that this study is carried out.
The objectives of that study are to determine the degree of Age Employment laboral
patients’ satisfaction with the UGE and to describe social and
demographical characteristics. 34,7% 33,2%
35
60 59,4%
30
50
25

METHODOLOGY 20 18,8% 40

n
30 23,8%
15
9,4%
20
10 8,9%
A descriptive transversal study, was carried out with a 4%
10 5,9%
5 2%
sample of 202 patients. All of them were older than 16
0
years of age and mentally competent. Data were collected 0

Active workers

Pre/Jub

Not job

Student
Housewife
15- 31- 46- 61- > 76
between may and july 2004. The day following the UGE, a 30 45 60 75

phone survey Likert type was carried out with social

demographic and satisfaction variablee’s being recorded
such as: perceptions about the personnel’s competece, the
empathy of the care process, the information received, the
Satisfaction in Satisfaction in
facilities of the center, the information given to the patient quality of attention attention post UGE
at discharges and the possible problems that may have
arisen after procedure.
2,5%
The statistical analysis was interpreted by SPSS10 FACILITIES OF
THE CENTRE 97,5%
13%
program. INFORMATION
RECEIVED
2,5%
97,5% WAITING
TIME 77%
TREATMENT BY 1%
THE 99%
PERSONNEL
2,5%
1%
PERSONNEL'S
INFORMATION
COMPETENCE 99%
POST UGE 97,5%
1%
OVERALL
SATISFACTION 99%
0 50 100
0 50 100

Insatisfied Insatisfied
Satisfied Satisfied

Adverse effects post UGE Type of adverse effect

n = 202 n = 123
DISCUSSION
Servicio de Digestivo
Hospital de Fuenlabrada
Madrid, Spain.
www.hospitaldefuenlabrada.es

Si
No 39%
61% OTHERS 8%

STOMACHACHE AND THROATACHE 7%

STOMACHACHE AND GASES 29%

56%
THROATACHE

0 10 20 30 40 50 60

DISCUSSION
Comprehension and adherence to the recomendations
Patients’ satisfaction in every aspect was high. Aspects related to technical post UGE
quality, information and empathy show a 99% rate of satisfaction.
Organization and management aspects of the procedure achieved a
smaller percentage of satisfaction with 87% (minimum), however, these
data are similar to those results found in other studies (Gil, 2001).
This is a department of recent creation using the latest technology, COMPREHENSION OF
along with the incorporation of nursing care methodology (Diaz, 2002) that THE RECOMENDATIONS

has facilitated a service which strives to offer quality care to patients. SI NO

Looking at the results, we can conclude that this has been achieved. n = 201 n=1
99,5 % O,5 %
Since nurses are mainly responsible for the organization and
management of this Unit, the recent opening of this service unit provides ADHERENCE TO THE NO ADHERENCE TO
RECOMENDATIONS THE RECOMENDATIONS
the joint criteria among professionals necessary to optimize the use of the n = 200 n=1
resources and the highest quality service possible. 99,5 % 0.5 %

Social and demographic data were crossed in every section and there
was no association found. This may have occurred because of the high level
of patients’ satisfaction.
A new study with a higher sample of population is recommended to
study the association.

The 2005 International Nursing Research Conference. College of Nursing of the United Kindgdom
Belfast, 8 – 11 March 2005