Improving Quality and Safety in the Endoscopy Unit (Virtual) | November 2025-Measuring and Maximizing Satisfaction Throughout the Patient Journey

Pdf Summary

This presentation by Megan Norris, Nurse Manager at University Hospitals Cleveland Medical Center Endoscopy, focuses on measuring and improving patient satisfaction throughout the patient journey, particularly in an Endoscopy unit. It distinguishes between patient experience — the overall perception of healthcare interactions — and patient satisfaction, which is a subjective measure of how well patient expectations are met.<br /><br />Patient satisfaction is critical because it leads to improved health outcomes, increased patient loyalty, financial benefits, enhanced reputation, fewer malpractice suits, and better staff morale. Various surveys assess satisfaction, including HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), Net Promoter Score (NPS), CG-CAHPS (Clinician and Group), telehealth experience surveys, and custom or SERVQUAL-based tools.<br /><br />Key factors influencing dissatisfaction in Endoscopy include staff and physician bedside manner, delays on the day of the procedure, appointment wait times, and quality of explanations provided. Informal assessments include gathering feedback in waiting rooms, post-procedure calls, real-time comments, and observations from visitors.<br /><br />To enhance patient satisfaction, several practical strategies are recommended: validating parking to ease patient access, communicating proactively about delays, improving the waiting room environment, using status boards to keep patients informed, ensuring on-time procedure starts, and implementing service recovery when issues arise.<br /><br />Overall, focusing on effective communication, minimizing wait times, and creating a comfortable environment are essential steps to maximize satisfaction and improve the patient journey in endoscopy settings.

Asset Subtitle

Megan Norris, BSN, CMSRN

Keywords

Patient Satisfaction

Endoscopy Unit

Patient Experience

Healthcare Surveys

HCAHPS

Net Promoter Score

Service Recovery

Waiting Room Environment

Communication in Healthcare

Patient Journey