ISSN: 2474-9230
Authors: Setty T*, Gabrel M, Anupama Shahid, Shahid S, Milne SA and Shahid A
Study Objectives: The aim of the study was to assess patient satisfaction in the outpatient hysteroscopy clinic at a teaching hospital in London. The objective was to find ways of improving the service based on patients’ feedback. A validated questionnaire was distributed to patients. Patient reported outcome measures are an important way to make changes to healthcare services, demonstrate the performance of the service and highlight areas of improvement. Design: A prospective study was designed to assess patient satisfaction regarding multiple aspects of the outpatient clinic experience. A validated patient satisfaction questionnaire was used on 40 patients between January and March 2014 and feedback from this was implemented immediately. A repeat questionnaire was used on 71 patients between January and March 2016. Design classification: A prospective patient related outcome measure study. Setting: This study was conducted in the outpatient hysteroscopy department at Whipps Cross Hospital, a university teaching hospital in north London. Patients: All patients who had been scheduled to undergo an outpatient hysteroscopy in one particular clinic were offered a patient journey feedback questionnaire. The only inclusion criteria were that the patient had to have undergone the hysteroscopy procedure in an outpatient setting. Intervention and Measurements: Every patient attending a specified outpatient hysteroscopy clinic were asked to fill out the questionnaire at the end of the procedure between January and March 2014. All aspects of the service including pre and post procedure counseling, reception staff and information leaflets given were surveyed. Areas of improvement were noted and the necessary changes made. Patients were again asked to complete the same questionnaire in 2016 to assess the changes made. Results: In 2014 40 patients were surveyed; 92.5% of patients felt that they were given enough information prior to attending clinic and a letter or information leaflet was received by 95% of the patients. Patient satisfaction with information and counselling prior to procedure increased to 93% in 2016 when 71 patients were surveyed. 100% of patients were satisfied with the information they were given in clinic and considered the procedure to have been fully explained to them by the staff in both 2014 and 2016. 80% and 87% of patients found the hysteroscopy to be as or more comfortable than they expected in 2014 and 2016 respectively. 100% of patients were satisfied with their experience and 83% rated the hysteroscopy service as excellent and would recommend the service to their family. 95% of patients waited 30 minutes or less for their appointment time in 2014 which increased to 97% in 2016. 100% of patients felt they were treated with dignity and respect during the procedure in 2014 and 2016. Conclusion: This study demonstrates that patient reported outcome measures can help to transform the quality of care given to patients. We performed this quality improvement project by surveying patient satisfaction and introducing changes based on the results and recommendations from the initial audit. The re-audit demonstrated significant improvement in the patients. The majority of patients report an excellent standard of care in the outpatient hysteroscopy clinic and all patients were satisfied with the service in the re-audit. After the initial audit and survey further improvements were made by giving adequate information to patients prior to their outpatient hysteroscopy appointment that allowed patients to be better informed of what to expect when they attended the clinic. Information leaflets should be distributed to all patients ahead of their appointment and these should be reviewed to ensure women have enough relevant information prior to attending. Informing patients about the procedure in their own language using language line or interpreter service during consultation and giving out leaflets also in their language if they do not speak English helps with better communication with the patient.
Keywords: Outpatients; Teaching; Hospitals; National Health Service; Reports; Hysteroscopy Clinic; Improvements
