The Clients’ Satisfaction of Nanthana-Kriangkrai Chotiwattanaphan (NKC) Institute of Gastroenterology and Hepatology Endoscopic Service in Songklanagarind Hospital

Abstract

Objective: 1) To assess patients’ satisfaction pertaining to the service of the Nanthana-Kriangkrai Chotiwattanaphan Institute of Gastroenterology and Hepatology (NKC) 2) To assess factors associated with the satisfaction of patients on the services of NKC.
Material and Methods: We collected data by using a QR Code scan questionnaire validated with content validity index (CVI); IOC value of 1 and Cronbach’s alpha coefficient of 0.93. A Purposive Sampling method was utilized to enrolled patients having undergone endoscopy procedures at the NKC institute over a 4 month span (January 1st to May 30th 2024). The levels of satisfaction were categorized into 5 levels, from the lowest score of 1 to the highest score of 5.
Results: There were 1,177 patients having filled out the questionnaire: 38.5% male patients and 61.5% female; mean age±S.D. was 47±13.91 years. The overall satisfaction was 97.3%, with the highest satisfaction in all items. The environmental convenience and cleanness of the endoscopic unit was 98.5% satisfied. The services by the staffs were satisfied in 98.4% of patients. Satisfaction with the service process was 97.2%. Patients aged >60 years were most satisfied with the service, with a mean satisfaction score of 4.71 (S.D.=0.49). Patients aged between 31-40 years also showed the second high satisfaction scores, with a mean satisfaction score of 4.70 (S.D.=0.54). Among the omst satisfied clients, 95.2% would recommend others to use NKC services.
Conclusion: Patients were highly satisfied with the services of the NKC. Patients aged more than 60 years and 31-40 years showed the most satisfaction. The majority of the patients would recommend others to use NKC services.