Improving quality of magnetic resonance imaging services based on patient satisfaction assessment : a case study in Queen Elizabeth Hospital

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Improving quality of magnetic resonance imaging services based on patient satisfaction assessment : a case study in Queen Elizabeth Hospital

 

Author: Tse, Chi-hang
Title: Improving quality of magnetic resonance imaging services based on patient satisfaction assessment : a case study in Queen Elizabeth Hospital
Degree: M.Sc.
Year: 1997
Subject: Magnetic resonance imaging -- China -- Hong Kong -- Case studies
Patient satisfaction
Queen Elizabeth Hospital (Hong Kong)
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Pages: iv, 124 leaves ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1403615
URI: http://theses.lib.polyu.edu.hk/handle/200/4485
Abstract: A satisfaction survey is an effective method for evaluating quality of services and generating cost-effective ideas for quality improvement. This report describes a survey of 152 Queen Elizabeth Hospital (QEH) patients to evaluate the quality of service provided by the Magnetic Resonance Imaging (MRI) Center of QEH. Patients were involved in the development of satisfaction questionnaire. Aspects of service that were regarded by patients as important are included in the questionnaire. Patients tend to give high ratings to the service they received. Male patients are more easily satisfied than female patients. Patients' satisfaction levels are not affected by their education level and prior experience with MRI service. The survey also reveals that even the most satisfied patients do have areas of dissatisfaction. In this study most of the patients were very satisfied with the attitude of staff working in the MRI center. However, some areas of dissatisfaction were also identified by patients. They include length of appointment, examination waiting time and explanations given by staff. By means of regression analysis, five determinants of patient satisfaction regarding MRI service were identified. They include length of appointment, attitude of registration staff, helpfulness of staff in MRI Center, discharge process efficiency and privacy of changing room. These findings have significant implications to the management in terms of service improvement. In addition, specific recommendations on how to improve the quality of MRI service are presented.

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