Department of Radiology, The Ohio State University College of Medicine, Columbus, OH, United States of America.
Lake Erie College of Osteopathic Medicine, Erie, PA, United States of America.
PLoS One. 2023 May 3;18(5):e0285288. doi: 10.1371/journal.pone.0285288. eCollection 2023.
Patients' subjective experiences during clinical interactions may affect their engagement in healthcare, and better understanding of the issues patients consider most important may help improve service quality and patient-staff relationships. While diagnostic imaging is a growing component of healthcare utilization, few studies have quantitatively and systematically assessed what patients deem most relevant in radiology settings. To elucidate factors driving patient satisfaction in outpatient radiology, we derived quantitative models to identify items most predictive of patients' overall assessment of radiology encounters.
Press-Ganey survey data (N = 69,319) collected over a 9-year period at a single institution were retrospectively analyzed, with each item response dichotomized as "favorable" or "unfavorable." Multiple logistic regression analyses were performed on 18 binarized Likert items to compute odds ratios (OR) for those question items significantly predicting Overall Rating of Care or Likelihood of Recommending. In a secondary analysis to identify topics more relevant to radiology than other encounter types, items significantly more predictive of concordant ratings in radiology compared to non-radiology visits were also identified.
Among radiology survey respondents, top predictors of Overall Rating and Likelihood of Recommending were items addressing patient concerns or complaints (OR 6.8 and 4.9, respectively) and sensitivity to patient needs (OR 4.7 and 4.5, respectively). When comparing radiology and non-radiology visits, the top items more predictive for radiology included unfavorable responses to helpfulness of registration desk personnel (OR 1.4-1.6), comfort of waiting areas (OR 1.4), and ease of obtaining an appointment at the desired time (OR 1.4).
Items related to patient-centered empathic communication were the most predictive of favorable overall ratings among radiology outpatients, while underperformance in logistical issues related to registration, scheduling, and waiting areas may have greater adverse impact on radiology than non-radiology encounters. Findings may offer potential targets for future quality improvement efforts.
患者在临床互动中的主观体验可能会影响他们对医疗保健的参与，更好地了解患者认为最重要的问题可能有助于提高服务质量和医患关系。虽然诊断成像在医疗保健利用中是一个不断增长的组成部分，但很少有研究从定量和系统的角度评估患者在放射科环境中认为最相关的内容。为了阐明推动门诊放射科患者满意度的因素，我们得出了定量模型，以确定最能预测患者对放射科就诊整体评估的项目。
回顾性分析了在单一机构收集的 9 年期间的 Press-Ganey 调查数据（N=69319），每个项目的反应均分为“有利”或“不利”。对 18 个二项 Likert 项目进行多项逻辑回归分析，以计算对护理总体评估或推荐可能性有显著预测作用的问题项目的优势比（OR）。在一项旨在确定比其他就诊类型更与放射科相关的主题的次要分析中，还确定了与放射科就诊相比更能预测一致性评分的项目。
在放射科调查受访者中，对总体评分和推荐可能性有预测作用的主要因素是针对患者关注或投诉的项目（OR 分别为 6.8 和 4.9）和对患者需求的敏感性（OR 分别为 4.7 和 4.5）。在比较放射科和非放射科就诊时，更能预测放射科的前 10 个项目包括对注册台工作人员的帮助程度（OR 1.4-1.6）、等候区舒适度（OR 1.4）和在期望时间获得预约的难易程度（OR 1.4）的不利反应。
与以患者为中心的共情沟通相关的项目是放射科门诊患者获得有利总体评分的最具预测性因素，而在注册、预约和等候区等与后勤相关的问题上表现不佳对放射科的负面影响可能大于非放射科就诊。研究结果可能为未来的质量改进工作提供潜在目标。
