In preparation for the 2015 GI Roundtable in Boston, the Experience Innovation Network conducted a unique survey that captured the voice of patients who have had the pleasure of prepping for and undergoing a colonoscopy. The highs and lows of this healthcare experience were shared at the GI Roundtable, a meeting of gastro-intestinal physicians and practice leaders in Boston, by Bridget Duffy, MD, chief medical officer of Vocera, during her closing keynote.
Survey results can be viewed in this infographic, which reveals information about patients’ expectations, colonoscopy prep instructions, pre-arrival communication and post-procedure follow-up. Sixty-eight percent of respondents said prep instructions were provided via a stack of papers, while 22 percent said prep communication was confusing, lacking, difficult to access, or not delivered at the right time. In addition, one out of 10 respondents reported not receiving any follow-up communication.
While quantitative data are illuminating, the most interesting findings were gleaned from participant’s unfettered comments and “six-word stories” describing their personal experiences pre and post procedure. Some of our favorites include:
“They said red Jell-O was ok!”
“Bit too rosy…Get real on prep communication.”
“Doctor hardly spoke to me before or after procedure.”
“I hope she has warm hands.”
“Don’t give me bad news when I’m half sedated.”
“Nauseated, crying – want to cancel my appointment.”
“Prep bad, propofol nice, doctor impersonal.”
We solicited these responses by taking a humorous slant to many of the questions, to make the survey fun and interesting to take – and to make the results memorable. Our ultimate intent was and is serious – to inspire physicians and healthcare leaders to engage with and listen to their patients in a new way, so they will invest in improvements and create a more human-centered care experience.