N001. Perceived quality of care received by patient attending an IBD unit


M. Cañas1, C. Taxonera1, J.L. Mendoza1, D. Olivares1

1Hospital Clinico Madrid, IBD Unit; Gastroenterology Division, Madrid, Spain



Background: Little information is available on the perceived level of patient satisfaction with the quality of care received in specialist inflammatory bowel disease (IBD) units. The objective of this study was to assess the perceived level of patient satisfaction with the care received from staff at the IBD unit by means of a questionnaire.

Methods: In this prospective single-centre study, a questionnaire was drawn up to assess the perceived satisfaction of patients with the care received in programmed visits, open access visits, open access phone calls, emergency room visits, day hospital visits and hospitalization. The questionnaire comprised 16 questions covering these 6 types of care. For each question, a 5‑point Likert scale was used, with scores ranging from full agreement (5 points) to full disagreement (1 point). The relevance and reliability of the questionnaire were assessed by a panel of 3 experts. After validation in 10 patients, the questionnaire was administered during a 2‑week period in 2011 to patients with confirmed diagnosis of IBD and in follow-up for more than 1 year in the IBD unit. The statistical analysis was performed with the SPSS 16.0 statistical package.

Results: In total, 121 questionnaires were completed; 5% of these were discarded because the patient had been in follow-up in the unit for less than 1 year and a further 5% were discarded because the patients had visual/cognitive deficit and/or they refused to fill out the questionnaire. The mean (SD) age was 45 (13) years, the mean duration of disease was 11.5 (9.1) years, and the mean duration in follow-up in the unit was 8 (6.6) years. Crohn's disease was reported in 62.5% and ulcerative colitis in 29%, while 83.1% were in active employment. 38% had studied at university and 35% had completed secondary school. Patients reported mean scores for perceived satisfaction of 4.2, 4.6, 4.3, 4.5, 3.9 and 4.2 for programmed visits, open access visits, open access phone calls, emergency room visits, day hospital visits and hospitalization, respectively.

Conclusions: Patients with IBD reported a high degree of satisfaction with all types of care received. The greatest degree of satisfaction was reported for services exclusive of the IBD unit, such as open access phone calls, day hospital visits and open access visits.