ON001. Nurse's perception on IBD patients' satisfaction with healthcare services


A. Torrejón Herrera1, F. Casellas Jorda1, D. Ginard Vera2, I. Vera Mendoza3

1Hospital Vall D'Hebron, Barcelona, Spain; 2Hospital Son Espases, Palma de Mallorca, Spain; 3Hospital Puerta de Hierro, Majadahonda, Spain



Background: The satisfaction of patients with inflammatory bowel disease (IBD) with healthcare services may be related to the assistance of health personnel, the information they receive about their illness and the treatments available, adequacy of facilities and the time you spend in the health professional's office as well as the control of their disease.

These patients have specific requirements that make the quality of the health service they receive is as important as the effectiveness of the treatments received.

So far the satisfaction questionnaires have focused almost exclusively on treatment. The aim of this study was to determine the perception of nurses on IBD patients' satisfaction with healthcare services.

Methods: An observational, prospective, multicentre study. The questionnaire (it was elaborated and validated for this study) was administered to nurses (28 items) and patients (31 items), with six dimensions and 5 closed answers (from “strongly disagree” to “strongly agree”). The overall score is expressed in a 0–100 scale (a higher score indicates greater satisfaction).

Results: The mean(SD) score of the overall perception of satisfaction of patients (N = 327) by nursing staff (N = 32), is 82.2(8.5) and 82.0(10.9) the mean patient satisfaction.

Except for the dimension that measures satisfaction with information received by the patient [73.1(23.5)] in all dimensions were less scored by nurses than by patients. The mean(SD) satisfaction with healthcare staff attention was 80.4(23.4), with doctor attention 82.8(23.4), with centre facilities 69.5(23.5), with accessibility to the centre 73.4(23.6) and with received support 76.3(23.7).

The aspects with which the patient is less satisfied, according nurses perception, are those related to information (particularly the disease information through leaflets and how to contact with patient associations).

Conclusions: Although the patients seem to be more satisfied with healthcare services than nurses thought, there are still areas for improvement to provide a fully satisfactory healthcare to IBD patients.