[Assessment of the patient satisfaction with a Nuclear Medicine Service]

Rev Esp Med Nucl Imagen Mol. Jul-Aug 2012;31(4):192-201. doi: 10.1016/j.remn.2011.08.004. Epub 2011 Nov 30.
[Article in Spanish]

Abstract

Goal: To know the perceived quality and the levels of patient satisfaction with the Nuclear Medicine Service (MN).

Methods: A cross-sectional descriptive study was performed. The authors designed a self-applied questionnaire based on a questionnaire from a survey created by the National Health Service of the UK. The answers of 32 items were analyzed, including 4 social-demographic questions and one open question. The authors recoded the variables related to service quality and recorded them as "in accordance" and "not in accordance." The validity of the questionnaire was measured using Cronbach's alpha and determination (R(2)) indexes. The authors used the χ(2), Student's T, ANOVA and linear regression analysis statistical tests.

Results: A total of 179 questionnaires were analyzed (response rate: 36.6%, sampling error: 5.8%). Evaluation of general satisfaction and the recommendation of the NM Service obtained a mean score of 8.96 and 9.20 (1-10 scale) points, respectively. The most influential variable regarding general satisfaction was the general impression of the organization of the service. The strong points of the service were courtesy, general organizational image and cleanliness. The main areas for improvement were appointment change process and waiting list. There were no significant differences regarding satisfaction due to the social-demographic variables except for age.

Conclusion: This satisfaction survey has shown that patients are satisfied with the Nuclear Medicine Service and that it is a useful tool to detect the strong points and areas for improvement of the Service from the user's perspective.

Publication types

  • English Abstract

MeSH terms

  • Adolescent
  • Adult
  • Age Factors
  • Aged
  • Aged, 80 and over
  • Attitude of Health Personnel
  • Child
  • Child, Preschool
  • Cross-Sectional Studies
  • Female
  • Hospital Design and Construction
  • Humans
  • Male
  • Middle Aged
  • Nuclear Medicine Department, Hospital* / organization & administration
  • Patient Satisfaction*
  • Professional-Patient Relations
  • Socioeconomic Factors
  • Spain
  • Surveys and Questionnaires
  • Waiting Lists
  • Young Adult