[Increasing efficiency and patient satisfaction by structured clinical processes in presurgical visits]. / Steigerung von Effizienz und Patientenzufriedenheit durch strukturierte Prozesse am Beispiel der Prämedikationsambulanz.

BACKGROUND: In clinical routine the process of presurgical visit and signed informed consent is imperfectly realized in surgical patients. MATERIAL AND METHODS: A total of 450 consecutive patients were interviewed after a presurgical visit for informed consent using a questionnaire. The aim of the study was to investigate the amount of knowledge gained by informed consent. Patient satisfaction with medical treatment and logistic workflow was correlated with real waiting times and process times. RESULTS: Mean information duration was 36.1±0.8 min. In patients with no appointed time, waiting times and overall stay was shorter. Patient's satisfaction with medical treatment and time process was significantly higher in the elderly. Longer conversation with the surgeon was associated with a higher assessment of surgeons' medical experience irrespective of his specialist's state. Real waiting times did not affect patient's satisfaction. CONCLUSION: A walk-in clinic for presurgical visit and signed informed consent can improve patient satisfaction. It allows an excellent patients information in an appropriate time-frame. Clinical pathways can improve patient satisfaction and information concerning the lining up operation and disease pattern.