Improving satisfaction performance through faster turnaround times.

In order to increase satisfaction and improve department performance, Florida Hospital Memorial Medical Center focused on decreasing report turnaround time with a goal of two hours from completion of the examination by the technologist to a final signed report by the radiologist. Through the introduction of voice recognition software, not only were efficiencies gained, but there was a dramatic reduction in transcription costs--from $30,000 per month to less than $300. Turnaround times were ultimately reduced, thus improving performance and increasing satisfaction. This was made evident by the tracking over time of physician satisfaction scores and HCAHPS scores rating patient satisfaction.