Boos Johannes, Fang Jieming, Snell Aideen, Hallett Donna, Siewert Bettina, Eisenberg Roland L, Brook Olga R
1 Department of Radiology, Beth Israel Deaconess Medical Center, Harvard Medical School, 330 Brookline Ave, Boston, MA 02215.
AJR Am J Roentgenol. 2017 Mar;208(3):577-584. doi: 10.2214/AJR.16.16974. Epub 2016 Dec 22.
The purpose of this article is to analyze patient satisfaction surveys obtained via electronic kiosks in a tertiary-care academic radiology department to detect potential areas of improvement and to identify ways to improve survey response and completion rates.
All patient satisfaction surveys submitted via electronic kiosks and via online surveys between January 2015 and January 2016 were included in this retrospective study. The surveys consisted of questions regarding the patients' overall experience, cleanliness of the department, and interactions with the receptionist, technologist, nurse, and physician. Ratings were assessed using a 5-point scale (where 1 denotes poor and 5 denotes optimal) with an option for free-text comments. The likelihood of recommendation was regarded as an indicator of satisfaction and was our primary evaluation metric. Surveys with less than optimal ratings were analyzed in detail.
Of 99,289 patients who visited the department, 6736 (6.8%) initiated surveys, and 4938 (73.3%) of those completed them; 4257 of 4865 (87.5%) patients reported optimal satisfaction. More patients responded via electronic kiosk compared with the online survey (4564/4938 [92.4%] vs 374/4938 [7.6%]; p < 0.001). The frequency of completion rate was lower for kiosks in changing and waiting areas compared with that for kiosks next to elevators (1509/2365 [63.8%] vs 3059/3927 [77.8%]; p < 0.0001). Cleanliness of the department (329/1656 [19.9%]) and courtesy of the receptionist (299/1656 [18.1%]) were the most frequent reasons for the lowest ratings. Wait time (61/278 [21.9%]) and communication (37/278 [13.3%]) were associated with the most frequent free-text complaints.
Survey kiosks led to a higher response rate than online surveys. The completion rate can be further improved by placing kiosks next to elevators. Cleanliness, wait time, patient-staff communication, and especially courtesy of the receptionist were found to be important factors for patient satisfaction.
本文旨在分析通过电子信息亭在一家三级医疗学术放射科获得的患者满意度调查结果，以发现潜在的改进领域，并确定提高调查回复率和完成率的方法。
本回顾性研究纳入了2015年1月至2016年1月期间通过电子信息亭和在线调查提交的所有患者满意度调查。调查包括有关患者总体体验、科室清洁度以及与接待员、技术人员、护士和医生互动的问题。评分采用5分制（1表示差，5表示优），并可选择填写自由文本评论。推荐可能性被视为满意度指标，是我们的主要评估指标。对评分低于最优的调查进行了详细分析。
在99289名到该科室就诊的患者中，6736名（6.8%）发起了调查，其中4938名（73.3%）完成了调查；4865名患者中有4257名（87.5%）报告了最优满意度。与在线调查相比，通过电子信息亭回复的患者更多（4564/4938 [92.4%] 对374/4938 [7.6%]；p < 0.001）。与电梯旁的信息亭相比，更衣室和等候区信息亭的完成率较低（1509/2365 [63.8%] 对3059/3927 [77.8%]；p < 0.0001）。科室清洁度（329/1656 [19.9%]）和接待员礼貌程度（299/1656 [18.1%]）是评分最低的最常见原因。等待时间（61/278 [21.9%]）和沟通（37/278 [13.3%]）是最常见的自由文本投诉相关因素。
调查信息亭的回复率高于在线调查。将信息亭放置在电梯旁可进一步提高完成率。清洁度、等待时间、医患沟通，尤其是接待员的礼貌程度被发现是影响患者满意度的重要因素。
