Holbrook Anna, Glenn Harold, Mahmood Rabia, Cai Qingpo, Kang Jian, Duszak Richard
Emory University, Atlanta, Georgia.
Emory University, Atlanta, Georgia.
J Am Coll Radiol. 2016 May;13(5):505-9. doi: 10.1016/j.jacr.2015.11.008. Epub 2016 Jan 4.
The aim of this study was to assess differences in perceived versus actual wait times among patients undergoing outpatient MRI examinations and to correlate those times with patient satisfaction.
Over 15 weeks, 190 patients presenting for outpatient MR in a radiology department in which "patient experience" is one of the stated strategic priorities were asked to (1) estimate their wait times for various stages in the imaging process and (2) state their satisfaction with their imaging experience. Perceived times were compared with actual electronic time stamps. Perceived and actual times were compared and correlated with standardized satisfaction scores using Kendall τ correlation.
The mean actual wait time between patient arrival and examination start was 53.4 ± 33.8 min, whereas patients perceived a mean wait time of 27.8 ± 23.1 min, a statistically significant underestimation of 25.6 min (P < .001). Both shorter actual and perceived wait times at all points during patient encounters were correlated with higher satisfaction scores (P < .001).
Patients undergoing outpatient MR examinations in an environment designed to optimize patient experience underestimated wait times at all points during their encounters. Shorter perceived and actual wait times were both correlated with higher satisfaction scores. As satisfaction surveys play a larger role in an environment of metric transparency and value-based payments, better understanding of such factors will be increasingly important.
本研究旨在评估门诊MRI检查患者感知的等待时间与实际等待时间之间的差异，并将这些时间与患者满意度相关联。
在15周的时间里，对一家放射科的190名门诊MRI患者进行了调查，该放射科将“患者体验”作为既定的战略重点之一。要求患者(1)估计他们在成像过程各个阶段的等待时间，(2)表明他们对成像体验的满意度。将感知时间与实际电子时间戳进行比较。使用肯德尔τ相关性将感知时间和实际时间与标准化满意度得分进行比较和关联。
患者到达至检查开始的平均实际等待时间为53.4±33.8分钟，而患者感知的平均等待时间为27.8±23.1分钟，在统计学上显著低估了25.6分钟(P < .001)。在患者就诊过程中的所有时间点，实际和感知的等待时间越短，满意度得分越高(P < .001)。
在旨在优化患者体验的环境中接受门诊MRI检查的患者，在就诊过程中的所有时间点都低估了等待时间。感知和实际等待时间越短，满意度得分越高。随着满意度调查在指标透明和基于价值支付的环境中发挥更大作用，更好地理解这些因素将变得越来越重要。
