Understanding Patient Satisfaction Ratings for Radiology Services

Lang, Elvira V.; Yuh, William T. C.; Ajam, Amna A.; Kelly, Ronda A.; Macadam, Luke; Potts, Richard; Mayr, Nina A.

doi:10.2214/ajr.13.11281

Cited by 57 publications

(40 citation statements)

References 10 publications

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“…One may suggest the ability of trained personnel to better guide patients through their exams as a factor for creating preference. Willingness of satisfied customers to return and their word-of-mouth advertising to others [3] may also have been a contributor to the increasing differential among sites over time.…”

Section: Discussionmentioning

confidence: 99%

“…Patients’ assessment of services on a Likert scale between 0 (very poor) and 5 (very good) were translated by multiplication into raw scores between 0 (lowest) and 100 (highest level of satisfaction) and translated into nationally benchmarked percentile rankings [3]. …”

Section: Methodsmentioning

confidence: 99%

“…Team training of MRI staff in advanced communication and calmative techniques has been associated with significant improvements in patient throughput and increased patient satisfaction in longitudinal clinical trials [1–3]. In these studies, improved efficiency was achieved by reducing incompletion rates among claustrophobic and distressed patients, fewer no-shows, and greater ability to keep patients longer in the scanner for more novel time-intensive and/or combined studies in the same setting.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Effects of Interpersonal Skills Training on MRI Operations in a Saturated Market: A Randomized Trial

Ajam

Kelly

Ladapo

et al. 2017

Journal of the American College of Radiology

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Purpose Assess effects of team training on operational efficiency during outpatient MRI. Materials and Methods In this IRB-approved HIPAA-compliant study, 6 MRI outpatient sites of a Midwestern hospital system were randomized to serve as controls or have their teams trained in advanced communication skills. The 4th quarter fiscal year 2015 (Q4FY15) was the trial baseline. The trial ended Q3FY16. Equipment utilization (completed scans/available slots), hourly scan rates (total orders completed per machine per hour of operation), and no-show rates stratified by time were analyzed using the Cochran-Mantel-Haenszel method, with individual comparisons performed with Bonferroni correction. Results The study encompassed 27,425 MRI examinations. Overall volume peaked at baseline and then declined over the next quarters. Compared to baseline, untrained sites experienced significant drops in equipment utilization (p<0.01 [Q1FY16]; p<0.0001 [Q2 FY16, Q3FY16]), decreasing from 77% to 65% over the study period, corresponding to a decrease from 1.15 to 0.97 in hourly scan rates. For trained sites, these metrics showed no significant change, with maintenance of hourly scan rates of 1.23 and 1.27 and equipment utilization rates of 83% and 85% between baseline and Q3FY16. No-show rates remained stable at trained sites but increased at untrained sites in the last two quarters (p<0.05). Nationally benchmarked patient satisfaction percentile ranking gradually increased at trained sites from 56th at baseline to 70th and successively decreased at untrained sites from 66th to 44th. Conclusion MRI outpatient facilities trained in advanced communication techniques may have more favorable operational efficiency than untrained sites in a saturated market.

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Section: Discussionmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Effects of Interpersonal Skills Training on MRI Operations in a Saturated Market: A Randomized Trial

Ajam

Kelly

Ladapo

et al. 2017

Journal of the American College of Radiology

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“…Quality of care ratings may determine government payouts; so, patient satisfaction surveys have significant influence. 25 A departmentally designed survey specific to the medical imaging experience was implemented in approximately 34% of respondent institutions. The information collected with a well-designed survey distributed by radiology could be very instrumental in improving the patient imaging experience.…”

Section: Satisfaction Surveysmentioning

confidence: 99%

Quality metrics currently used in academic radiology departments: results of the QUALMET survey

Walker

Petscavage-Thomas

Fotos

et al. 2017

The British Journal of Radiology

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Objective: We present the results of the 2015 quality metrics (QUALMET) survey, which was designed to assess the commonalities and variability of selected quality and productivity metrics currently employed by a large sample of academic radiology departments representing all regions in the USA. Methods: The survey of key radiology metrics was distributed in March-April of 2015 via personal e-mail to 112 academic radiology departments. Results: There was a 34.8% institutional response rate. We found that most academic departments of radiology commonly utilize metrics of hand hygiene, report turn around time (RTAT), relative value unit (RVU) productivity, patient satisfaction and participation in peer review. RTAT targets were found to vary widely. The implementation of radiology peer review and the variety of ways in which peer review results are used within academic radiology departments, the use of clinical decision support tools and requirements for radiologist participation in Maintenance of Certification also varied. Policies for hand hygiene and critical results communication were very similar across all institutions reporting, and most departments utilized some form of missed case/difficult case conference as part of their quality and safety programme, as well as some form of periodic radiologist performance reviews. Conclusion: Results of the QUALMET survey suggest many similarities in tracking and utilization of the selected quality and productivity metrics included in our survey. Use of quality indicators is not a fully standardized process among academic radiology departments. Advances in knowledge: This article examines the current quality and productivity metrics in academic radiology.

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“…Patient satisfaction is a multi-dimensional concept affected by thoughts or even with previous experiences, which make its measurements and comprehension difficult as an isolated concept [9].…”

Section: Introductionmentioning

confidence: 99%

Assessment of patient satisfaction at Radiological Department of Fayoum University Hospitals

Wahed¹,

Mabrook²

2017

IJMDC

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Understanding Patient Satisfaction Ratings for Radiology Services

Cited by 57 publications

References 10 publications

Effects of Interpersonal Skills Training on MRI Operations in a Saturated Market: A Randomized Trial

Effects of Interpersonal Skills Training on MRI Operations in a Saturated Market: A Randomized Trial

Quality metrics currently used in academic radiology departments: results of the QUALMET survey

Assessment of patient satisfaction at Radiological Department of Fayoum University Hospitals

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