title: Effective communication enhances the patients' endoscopy experience.
abstract: BACKGROUND
  Undergoing an endoscopy is a stressful experience for patients.
  
  
  OBJECTIVE
  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.
  
  
  CONCLUSIONS
  Structured information leaflets and improved staff communication skills reduce anxiety and enhance patients' experiences. They are now standard operating procedures.
authors.affiliation: Endoscopy Suite, Department of Surgery, St. Luke's Hospital, Kilkenny, Co. Kilkenny, Ireland. toomey.des@gmail.com.
authors.forename: D P
authors.initials: DP
authors.lastname: Toomey
authors.affiliation: Endoscopy Suite, Department of Surgery, St. Luke's Hospital, Kilkenny, Co. Kilkenny, Ireland.
authors.forename: M
authors.initials: M
authors.lastname: Hackett-Brennan
authors.affiliation: Endoscopy Suite, Department of Surgery, St. Luke's Hospital, Kilkenny, Co. Kilkenny, Ireland.
authors.forename: G
authors.initials: G
authors.lastname: Corrigan
authors.affiliation: Endoscopy Suite, Department of Surgery, St. Luke's Hospital, Kilkenny, Co. Kilkenny, Ireland.
authors.forename: C
authors.initials: C
authors.lastname: Singh
authors.affiliation: Endoscopy Suite, Department of Surgery, St. Luke's Hospital, Kilkenny, Co. Kilkenny, Ireland.
authors.forename: G
authors.initials: G
authors.lastname: Nessim
authors.affiliation: Endoscopy Suite, Department of Surgery, St. Luke's Hospital, Kilkenny, Co. Kilkenny, Ireland.
authors.forename: P
authors.initials: P
authors.lastname: Balfe
mesh_terms: D000328:Adult; D000368:Aged; D001007:Anxiety / Q000517:prevention & control* / Q000523:psychology*; D003113:Colonoscopy / Q000523:psychology / Q000706:statistics & numerical data; D016099:Endoscopy, Gastrointestinal / Q000523:psychology* / Q000706:statistics & numerical data; D005260:Female; D006266:Health Education / Q000706:statistics & numerical data*; D006801:Humans; D008297:Male; D008875:Middle Aged; D010147:Pain Measurement; D017060:Patient Satisfaction; D011446:Prospective Studies
keywords: Colonoscopy; Consent; Education; Endoscopy