Patient Experience With Notification of Radiology Results: A Comparison of Direct Communication and Patient Portal Use

Abstract

Objective: Patients increasingly access radiology results through digital portals. We compared patient satisfaction and understanding of radiology results when received through an electronic patient portal versus direct communication from providers.

Methods: Patients were invited to participate in an online survey within 7 days of undergoing a radiology examination. Participants received one of two survey versions, based on whether or not they viewed results in the patient portal. The associations between method of result notification and satisfaction with notification timing and self-reported understanding of results were evaluated using χ² tests and logistic regression.

Results: Of 1,005 survey respondents, 87.8% (882 of 1,005) reported having received their imaging test results, with 486 (48.4%) first being notified through the patient portal and 396 (39.4%) via direct provider communication. Patients reported high levels of satisfaction with timing regardless of whether they first received the results through the patient portal or through direct provider communication (88.8%-89.9%). Patients who first received their results through the patient portal reported a lesser degree of perceived understanding than those who first received their results through direct provider communication (26.7% versus 47.8%; P < .001). Patients were less likely to report clear understanding for advanced imaging (CT or MRI) than ultrasound or x-rays (29.3% versus 40.3% versus 38.2%, respectively; P = .02). Patient characteristics showed no association with understanding in multivariable analysis.

Conclusion: As online portal release of radiology results to patients becomes commonplace, efforts may be warranted to improve patient experience when first receiving their radiology results online.

Keywords: CT; MRI; electronic medical record; patient portal; radiology report; satisfaction.