[Targeted methods for measuring patient satisfaction in a radiological center].
OBJECTIVE
To investigate two event-oriented methods for evaluating patient satisfaction with radiological services like outpatient computed tomography (CT) examinations.


METHODS
159 patients (55% men, 45% women) were asked to complete a questionnaire to provide information about their satisfaction with their examination. At first, patients were asked to spontaneously recall notably positive and negative aspects (so-called "critical incidents", critical incident technique = CIT) of the examination. Subsequently a flow chart containing all single steps of the examination procedure was shown to all patients. They were asked to point out the positive and negative aspects they perceived at each step (so-called sequential incident technique = SIT).


RESULTS
The CIT-based part of the questionnaire yielded 356 comments (183 positive and 173 negative), which were assigned to one of four categories: interaction of staff with patient, procedure and organization, CT examination, and overall setting of the examination. Significantly more detailed comments regarding individual aspects of the CT examination were elicited in the second part of the survey, which was based on the SIT. There were 1413 statements with a significantly higher number of positive comments (n = 939, 66%) versus negative comments (n = 474, 34%; p < 0.001).


CONCLUSIONS
The critical and sequential incident techniques are suitable to measure the subjective satisfaction with the delivery of radiological services such as CT examinations. Positive comments confirm the adequacy of the existing procedures, while negative comments provide direct information about how service quality can be improved.
Klinik für diagnostische und interventionelle Radiologie, Charité - Universitätsmedizin Berlin. martin.maurer@charite.de
M H
MH
Maurer
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Stein
N F
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Schreiter
D M
DM
Renz
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Poellinger
D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D000553:Ambulatory Care / Q000592:standards; D003625:Data Collection / Q000592:standards; D003695:Delivery of Health Care / Q000592:standards; D005260:Female; D005858:Germany; D006801:Humans; D007406:Interview, Psychological; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011446:Prospective Studies; D011795:Surveys and Questionnaires; D014057:Tomography, X-Ray Computed / Q000592:standards*; D055815:Young Adult