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Patient Satisfaction with Bronchoscopy

Divisions of General Internal Medicine and Pulmonary and Critical Care Medicine, School of Medicine, Departments of Epidemiology and Health Policy and Management, School of Hygiene and Public Health, Johns Hopkins University, Baltimore, Maryland; and University of Arkansas for Medical Sciences, Little Rock, Arkansas

Correspondence and requests for reprints should be addressed to Noah Lechtzin, M.D., M.H.S., Division of Pulmonary and Critical Care Medicine, Johns Hopkins Hospital, 600 North Wolfe Street, Jefferson B1-170 Baltimore, MD 21287. E-mail: nlechtz{at}mail.jhmi.edu

We conducted a cohort study to characterize patient satisfaction with flexible bronchoscopy (FB) and to determine patient characteristics, care factors, and patient evaluations of bronchoscopy that are associated with a patient's willingness to return for repeat FB. Physicians and patients completed surveys between February 1997 and June 1998. Data from 481 patients were analyzed. Over 80% of the patients rated physicians as very good or excellent, but they were least satisfied with the information that they were provided about FB, waiting time before and after FB, and the FB environment. Seventy-one percent of the patients would definitely return, and 22% would probably return for a repeat FB. Better health status (odds ratio [OR] 1.4; 95% confidence interval [CI], 1.1–1.7), not being bothered by scope insertion (OR 2.0; 95% CI, 1.2–3.3), better rating of information quality (OR 1.2; 95% CI, 1.0–1.3), and better rating of physician quality (OR 1.1; 95% CI, 1.0–1.2) were associated with patients reporting that they would definitely return for a repeat FB. Although patient satisfaction with providers is high, there are specific patient and process of care factors that should be improved. Sicker patients may be at a risk of dissatisfaction with FB. Process of care measures that could improve satisfaction with FB include providing better information to patients and optimizing the experience of bronchoscope insertion.

Key Words: bronchoscopy • patient satisfaction • procedures • quality of care

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