The Impact of the Second Wave of COVID-19 Pandemic on the Level of Satisfaction of Patients in a Gastroenterology Unit

Abstract

INTRODUCTION: Currently, wherever you are in the world, the COVID-19 pandemic has had a global impact on every human being. This pandemic has had major consequences on the majority of the population, increasing feelings of instability, distrust and tension in access to health care. This study aimed to assess the level of satisfaction and the feeling of safety of clients who underwent endoscopic exams at a Gastroenterology unit during the second wave of the COVID-19 pandemic, as well as the impact of the measures taken to mitigate the influence of this circumstance on the experience of patients.
METHODS: A closed clinical interview made up of 10 questions focused on the feeling of safety and user satisfaction. Sixty individuals were interviewed, selected randomly, after using the Gastroenterology unit to perform endoscopic exams. Inclusion criteria were: age over 18, minimum education level, without cognitive or cerebral impairment.
RESULTS: The results have shown that, in general, users are satisfied with having done the exams (90%). However, some of the patients showed some concern before doing them (45%). Due to the equipment used in the context of the pandemic, some patients experienced difficulties in communicating with health professionals (63.3%). In spite of this, they felt confident and safe in carrying out the exams (66.9%), as well as safe in the hygienic conditions of the unit (58.3%).
CONCLUSION: Despite the context of insecurity, tension and instability, the measures taken and the approach of the unit’s professionals managed to transmit safety and tranquillity in the performance of the exams, enhancing a good level of patient satisfaction.