References
- High Quality Care For All NHS Next Stage Review Final Report. Department of Health, 2008.
- Hirschman A. Voice. Exit, voice and loyalty. Cambridge, Massachusetts: Harvard University Press; 1970. pp 30–43.
- Le Grand J. Agency and public services. Motivation, agency and public policy. Oxford: Oxford University Press; 2003. pp 73–84.
- Wensing M, Elwyn G. Research on patients' views in the evaluation and improvement of quality of care. Qual Saf Health Care 2002;11:153–7.
- Drucker PF. Entrepreneurial strategies. Routeledge, Abingdon, Oxon: The Essential Drucker; 2007. pp 121–44.
- Young TP, McClean SI. A critical look at Lean Thinking in healthcare. Qual Saf Health Care 2008;17:382–6.
- Trebble TM, Hydes T. Redesigning services around patients and their doctors: the continuing relevance of lean thinking transformation. Clin Med 2011;11:308–10.
- Coulter A. Engaging patients in healthcare. Maidenhead, UK: Open University Press; 2011.
- National Endoscopy T. Endoscopy global rating scale. 2008. Available from www.grs.nhs.uk.
- Chartier L, Arthurs E, Sewitch MJ. Patient satisfaction with colonoscopy: a literature review and pilot study. Can J Gastroenterol 2009;23:203–9.
- Sint Nicolaas J, de Jonge V, Korfage IJ, Ter Borg F, Brouwer JT, Cahen DL, Benchmarking patient experiences in colonoscopy using the Global Rating Scale. Endoscopy 2012;44:462–72.
- Avis M, Bond M, Arthur A. Satisfying solutions? A review of some unresolved issues in the measurement of patient satisfaction. J Adv Nurs. 1995. 22(2):316–22.
- Sitzia J. How valid and reliable are patient satisfaction data? An analysis of 195 studies. Int J Qual Health Care 1999;11:319–28.
- Gill L, White L. A critical review of patient satisfaction. Leadersh Health Serv 2009;22:8–19.
- Patwardhan A, Partwardhan P. Are consumer surveys valuable as a service improvement tool in health services? Int J Health Qual 2009;22:670–85.
- Coulter A, Fitzpatrick R, Cornwell J. The point of care, measures of patients' experience in hospital: purpose, methods and uses. The Kings Fund, 2009.
- Biering P, Becker H, Calvin A, Grobe SJ. Casting light on the concept of patient satisfaction by studying the construct validity and the sensitivity of a questionnaire. Int J Health Care Qual Assur Inc Leadersh Health Serv 2006;19:246–58.
- Drummond MF, Michael FD, Mark JS, George WT, Bernie JOB, Greg LS. Cost-utility analysis. Methods for the economic evaluation of health care programmes. Oxford: Oxford University Press; 2005. p. 137–204.
- Using patient feedback, a practical guide to improving patient experience. Picker Institute, 2009.
- Batchelor C, Owens DJ, Read M, Bloor M. Patient satisfaction studies: methodology, management and consumer evaluation. Int J Health Care Qual Assur 1994;7:22–30.
- Ko HH, Zhang H, Telford JJ, Enns R. Factors influencing patient satisfaction when undergoing endoscopic procedures. Gastrointest Endosc 2009;69:883–91.
- Yacavone RF, Locke GR III, Gostout CJ, Rockwood TH, Thieling S, Zinsmeister AR. Factors influencing patient satisfaction with GI endoscopy. Gastrointest Endosc 2001;53:703–10.
- Hydes T, Yusuf A, Pearl DS, Trebble TM. A survey of patients' attitudes to upper gastrointestinal endoscopy identifies the value of endoscopist-patient interactive factors. Frontline Gastroenterol 2011;2:242–8.
- Van Bennekorn F. Statistical confidence in a survey: How many is enough? 2003. Available from http://www.greatbrook.com/survey_statistical_confidence.htm.
- Seip B, Huppertz-Hauss G, Sauar J, Bretthauer M, Hoff G. Patients' satisfaction: an important factor in quality control of gastroscopies. ScandJ Gastroenterol 2008;43:1004–11.
- Scotto F, De Ceglie A, Guerra V, Misciagna G, Pellecchia A. Determinants of patient satisfaction survey in gastrointestinal endoscopy service. Clin Gover 2009;14:86–97.
- Del Rio AS, Baudet JS, Fernandez OA, Morales I, Socas MR. Evaluation of patient satisfaction in gastrointestinal endoscopy. Eur J Gastroenterol Hepatol 2007;19:896–900.
- Elimination of mixed-sex hospital accommodation. 2005. Available from http://www.dh.gov.uk/en/Publicationsandstatistics/Publications/PublicationsStatistics/DH_4112140.
- Baillie L. Mixed-sex wards and patient dignity: nurses and patients perspectives. Br J Nurs 2008;17:1220–5.
- Marshall MN. Doctors, managers and the battle for quality. J R Soc Med 2008;101:330–1.
- Bryant D, Adams J. Experience of mixed-sex bays in a general hospital. Nurs Stand 2009;24:41–6.
- Whitehead J, Wheeler H. Patients' experience of privacy and dignity. Part 2: An empirical study. Br J Nurs 2008;17:458–64.
- Subramanian S, Liangpunsakul S, Rex DK. Preprocedure patient values regarding sedation for colonoscopy. J Clin Gastroenterol 2005;39:516–19.
- Drossman DA, Brandt LJ, Sears C, Li Z, Nat J, Bozymski EM. A preliminary study of patients' concerns related to GI endoscopy. Am J Gastroenterol 1996;91:287–91.
- Nicholson FB, Korman MG. Acceptance of flexible sigmoidoscopy and colonoscopy for screening and surveillance in colorectal cancer prevention. J Med Screen 2005;12:89–95.
- Lin OS, Schembre DB, Ayub K, Gluck M, McCormick SE, Patterson DJ, Patient satisfaction scores for endoscopic procedures: impact of a survey-collection method. Gastrointest Endosc 2007;65:775–81.
- Portsmouth estimated population by ethnic group 2009–2011. Available from http://www.portsmouth.gov.uk/yourcouncil/20954.html.