title: Discrepancies on quality perceived by the patients versus professionals on the quality of a nuclear medicine department.
abstract: OBJECTIVE
  To evaluate the discrepancies between the professionals and outpatients on quality perceived of a Nuclear Medicine Department (NMD).
  
  
  METHODS
  This cross-sectional study has been carried out using two questionnaires: a validated patient experience questionnaire and a quality perception questionnaire for professionals. Both questionnaires use the same 25 categorical items to measure service quality, 2 Likert scale items to measure satisfaction and willingness to recommend the NMD and 1 open-ended question. The patient questionnaire included 6 socio-demographic items and one job-related question (professionals). The categorical items were classified as "conformity" or "non-conformity."
  
  
  RESULTS
  The response rate was 36.7% for outpatients and 100% for professionals. Mean value for satisfaction with the NMD was 9 points for patients and 6.9 points for professionals. Mean number of non-conformity items per person was 2.8 for the patient group and 8.7 for the professional group. Cohen's Kappa value was 0.112, indicating poor agreement in the classification of items as strong points and areas for improvement. Of the 25 items, the professionals and patients coincided on 12 (48%).
  
  
  CONCLUSIONS
  Agreement was low between the quality perception of patients and professionals. The patients scored quality of service higher than the NMD professionals did. These instruments are useful aid to help health organizations detect areas for improvement, and to improve the quality of the service provided to patients.
authors.affiliation: Servicio de Medicina Preventiva y Gestión de la Calidad, Complejo Hospitalario de Navarra, Pamplona, Spain; Red de Investigación en Servicios de Salud en Enfermedades Crónicas (REDISSEC), Spain. Electronic address: mi.rodrigo.rincon@cfnavarra.es.
authors.forename: I
authors.initials: I
authors.lastname: Rodrigo-Rincon
authors.affiliation: Servicio de Medicina Nuclear, Complejo Hospitalario de Navarra, Pamplona, Spain.
authors.forename: E
authors.initials: E
authors.lastname: Goñi-Girones
authors.affiliation: Servicio de Medicina Nuclear, Complejo Hospitalario de Navarra, Pamplona, Spain.
authors.forename: P
authors.initials: P
authors.lastname: Serra-Arbeloa
authors.affiliation: Servicio de Medicina Nuclear, Complejo Hospitalario de Navarra, Pamplona, Spain.
authors.forename: M E
authors.initials: ME
authors.lastname: Martinez-Lozano
authors.affiliation: Servicio de Medicina Preventiva y Gestión de la Calidad, Complejo Hospitalario de Navarra, Pamplona, Spain.
authors.forename: M
authors.initials: M
authors.lastname: Reyes-Pérez
mesh_terms: D000328:Adult; D003430:Cross-Sectional Studies; D005260:Female; D006272:Health Facility Environment; D006801:Humans; D008297:Male; D008875:Middle Aged; D009684:Nuclear Medicine Department, Hospital; D017060:Patient Satisfaction; D010361:Patients / Q000523:psychology*; D010564:Personnel, Hospital / Q000523:psychology*; D011787:Quality of Health Care; D012959:Socioeconomic Factors; D011795:Surveys and Questionnaires; D062606:Tertiary Care Centers
keywords: Calidad percibida; Cuestionarios; Patient satisfaction; Physician–patient relationship; Quality perceived; Questionnaires; Relación médico-pacientes; Satisfacción de pacientes