Department of Diagnostic Imaging, The Warren Alpert Medical School of Brown University and Rhode Island Hospital, Providence, Rhode Island.
Biostatistics Core and Department of Diagnostic Imaging, The Warren Alpert Medical School of Brown University and Rhode Island Hospital, Providence, Rhode Island.
J Am Coll Radiol. 2017 Oct;14(10):1291-1297. doi: 10.1016/j.jacr.2017.04.008.
The aim of this study was to perform a psychometric analysis of the constructs and reliability of an outpatient radiology-specific patient satisfaction survey and identify factors that drive patient experience so that radiology practices can improve the quality of their diagnostic imaging services.
This retrospective study examined responses to eight patient satisfaction questions from a survey originally developed by a nascent marketing team and then administered at five outpatient imaging centers from January 7, 2013, to November 11, 2015. Patients' responses were reviewed to identify factors that affected patient experience, and a psychometric analysis of the survey instrument itself was performed, including exploratory factor analyses and reliability testing. Patient responses were compared among sites, examination types, and questions. Free-text comments were qualitatively categorized and compared by examination type.
In total, 6,512 surveys were completed among 137,059 patient encounters. Using exploratory factor analyses of the eight survey questions, three relevant patient experience constructs were derived: (1) front office experience, (2) intake experience, and (3) examination experience. Overall, good scale reliability was observed. Perceived quality of care had the most positive ratings; wait time had the most nonpositive ratings. Of 2,024 free-text comments, 1,859 were positive (most pertaining to staff), and 155 were negative (most pertaining to convenience). MRI patients were most likely to share negative comments, typically regarding the examination experience itself.
Psychometric analysis of a patient survey derived three core patient experience constructs: front office experience, intake experience, and examination experience. The survey indicates the need to decrease wait times, streamline the registration process, and improve patient comfort during MRI examinations.
本研究旨在对门诊放射学患者满意度调查的结构和可靠性进行心理计量学分析，并确定影响患者体验的因素，以便放射科实践能够提高其诊断成像服务的质量。
本回顾性研究分析了 2013 年 1 月 7 日至 2015 年 11 月 11 日期间，在五个门诊影像中心最初由新兴营销团队开发并实施的调查中，来自 8 个患者满意度问题的患者反馈。对患者的反馈进行了审查，以确定影响患者体验的因素，并对调查工具本身进行了心理计量学分析，包括探索性因素分析和可靠性测试。比较了不同地点、检查类型和问题的患者反应。对自由文本评论进行了定性分类，并按检查类型进行了比较。
共有 137059 名患者的 6512 次就诊完成了调查。通过对 8 个调查问题进行探索性因素分析，得出了三个与患者体验相关的结构：（1）前台体验，（2）接待体验，（3）检查体验。总体而言，观察到了良好的量表可靠性。患者感知的护理质量得到了最积极的评价；等待时间得到了最不积极的评价。在 2024 条自由文本评论中，有 1859 条是积极的（主要涉及工作人员），有 155 条是消极的（主要涉及便利性）。磁共振成像（MRI）患者最有可能发表负面评论，通常是关于检查体验本身。
对患者调查的心理计量学分析得出了三个核心患者体验结构：前台体验、接待体验和检查体验。该调查表明，需要减少等待时间，简化注册流程，并提高 MRI 检查期间患者的舒适度。
