Information as a fundamental attribute among outpatients attending the nuclear medicine service of a university hospital.
The aim of this study was to assess outpatients' satisfaction with the service received in the nuclear medicine service of the Hospital Clinic i Provincial of Barcelona in February 1993. The patients were randomly assigned to one of two groups: group 1 received information about their diagnostic procedure, whereas group 2 did not (a control group). A questionnaire was used to assess patients' degree of satisfaction. The questionnaire was administered to 803 patients, 243 (30.26%) of whom completed it and returned it. The following factors were significantly related to high scores on the satisfaction scale: age (P < 0.015), waiting time (P < 0.001), treatment by assisting personnel (P < 0.001), treatment by personnel at the service reception (P < 0.01), waiting room habitability (P < 0.01), communication variables (P < 0.03) and low scores on the anxiety scale (P < 0.02). Group 1 perceived more positively treatment by personnel at reception (P < 0.041), treatment by assisting personnel (P < 0.027), waiting room habitability (P < 0.035) and communication variables (P < 0.001). The anxiety scale scores among this group were significantly lower. We conclude that when information is supplied to patients, their anxiety decreases before a diagnostic procedure, which significantly improves their perception of the factors that generate satisfaction among patients.
Lledó
R
R
Technical Direction Service, Hospital Clinic i Provincial de Barcelona, Spain.
Herver
P
P
García
A
A
Güell
J
J
Setoain
J
J
Asenjo
M A
MA
D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D000553:Ambulatory Care / Q000523:psychology; D001007:Anxiety; D003142:Communication; D005260:Female; D006785:Hospitals, University; D006801:Humans; D008297:Male; D008875:Middle Aged; D009683:Nuclear Medicine; D010353:Patient Education as Topic; D017060:Patient Satisfaction; D013030:Spain; D011795:Surveys and Questionnaires