Summary of Responses to the Diagnostic Endoscopy Centre’s Patient Satisfaction Survey conducted April to June 2016

At the DEC we survey our patients twice a year through patient satisfaction surveys. One of the surveys is developed by the DEC and targets specific areas of our service, whilst the other is externally developed and benchmarked. Both surveys address all aspects of care delivery from making an appointment to post procedure follow up. The survey being summarised here is the internally developed version. Our main priority is delivering excellent patient care in a setting designed to best facilitate exceptional patient outcomes. Our patients are integral in aiding us to improve all aspects of our care delivery. Quality improvement is enhanced when collaboration between patients, carers and staff is encouraged, activated and reassessed.

We received 280 responses this year and the following analysis was derived:

  • 98.57% (276/280) of patients responded they had received adequate information about the test they were having
  • 98.20% (275/280) of patients responded they had received adequate information about their accounts
  • 97.50% (273/280) of patients responded they had received adequate information about their accounts
  • 86.43% (242/280) of patients elected to receive SMS confirmation of their appointment. 98.57% (278/280) of patients responded the SMS received fulfilled their needs
  • 100% of patients had no difficulty in finding the DEC

Adverse Post Procedure Reactions

79.64% (223/280) of patients did not experience any adverse reaction post procedure. Patients were asked to nominate where they had experienced nausea, vomiting, bruising at the injection site, abdominal pain or wind pain. Many respondents noted their reactions were very minor and were more discomfort than pain.<

Here is the breakdown of responses:

Adverse Post Procedure Reactions April to June 2016

Post Procedure Responses

  • 99.3% (278/280) of patients felt they were ready to go home at the time of discharge
  • 97.14% (272/280) of patients felt they knew the nature of their problem at the time of their discharge
  • 96.79% (271/280) of patients responded that they knew how to care for themselves after their discharge
  • 95.71% (268/280) patients felt they had been involved in the decision making process
  • 98.93% (277/280) of patients felt their rights and responsibilities had been respected during their stay with us
  • 77.14% (216/280) respondents have previously attended the DEC for treatment. The number of patients returning for treatment to the DEC continues to improve. This return rate validates our impression of our service delivery and care outcomes. It also confirms the confidence our referral base has in our clinical team and patient outcomes.

Overall Satisfaction

Overall Satisfaction April to June 2016

93.57% of respondents felt the level of care they received during their admission to the DEC was excellent; 6.43% felt it was good; no patients felt it was satisfactory or poor.

Here is a sample of the responses received from our patients:

  • Very caring and attentive staff
  • It is an awful procedure which is made so much better by how lovely the nursing staff, the reception staff, the doctor and anaesthetist are. It is such a pleasant and reassuring process and is efficient and professional and caring all at the same time. Thank you
  • All staff were friendly, professional, kept me advised at all stages. Doctor took the time to see me before and after procedures. Anaesthetist saw me before I was taken into theatre. All in all a very positive experience.
  • All aspects reflected outstanding quality of service
  • The staff are friendly and very helpful
  • Always get impressive service here. Staff and doctors are extremely polite, helpful and friendly
  • All staff and facilities are excellent. Dr Feller’s advice clear and comprehensive.
  • Cheerful-positive staff who are “human”
  • Nursing staff were fantastic, happy and friendly
  • First class facilities – great nursing care prior and after procedure. Very approachable Dr Stoita and anaesthetist
  • I have been to the Endoscopy Centre several times now. Being an ex-nurse (a very long time ago) I am so impressed with the functioning of the clinic – the efficiency, kindness and professionalism – all resulting in a positive personal experience and organisation that runs like “clockwork”
  • The care and quality of service provided to me was excellent
  • Very professional and friendly care
  • Very impressed by the professional yet very warm and comforting approach of all staff
  • The service and friendliness was fantastic. A 5 star experience
  • This is an excellent centre, keep up the great work
  • All the staff were wonderful. As always

We would like to thank all the patients and carers who took the time to complete our survey. The feedback is invaluable to our organisation. Our doctors are highly respected and are very well supported by our nursing staff, cleaning technicians, reception staff and administration staff. Our sole objective is our patient and we aim to make the whole process as stress free, seamless and painless as we possibly can.

If you would like to provide any feedback to us at any time please email or or address your feedback to Attention: CEO or NUM.

Alternatively if you would like to participate in a consumer focus group to collaborate with us to ensure the needs of our patients are met clinically and non-clinically, please contact or or address enquire to Attention: CEO or NUM.



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