Assessment of Patient Satisfaction in Digestive Endoscopy: A Narrative Review of the Literature

Endoscopic examinations are often perceived as invasive, annoying, and painful procedures. For this reason, it is essential to know the patient's opinion to improve service quality and adherence to screening programs. The European Society of Gastrointestinal Endoscopy (ESGE) and the American Society for Gastrointestinal Endoscopy (ASGE) recommend the identification of quality indicators, including patient satisfaction. The aim of this narrative review of the literature is to investigate the tools available to evaluate customer satisfaction in digestive endoscopy, highlighting which sections and items should be present in a questionnaire for complete evaluation. A narrative review of the literature was performed through five biomedical databases. A total of 125 studies were selected. The review process resulted in a total of 12 scientific papers meeting the inclusion criteria. This review suggests which items and sections should be present in a questionnaire that evaluates customer satisfaction in digestive endoscopy. Customer satisfaction verification programs in the normal routine of a digestive endoscopy service are essential to allow continuous improvement of the offered services.