| [Targeted methods for measuring patient satisfaction in a radiological center]. | |
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MedLine Citation:
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PMID: 20957594 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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PURPOSE: To investigate two event-oriented methods for evaluating patient satisfaction with radiological services like outpatient computed tomography (CT) examinations. MATERIALS AND 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). CONCLUSION: 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. |
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Authors:
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M H Maurer; E Stein; N F Schreiter; D M Renz; A Poellinger |
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Publication Detail:
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Type: English Abstract; Journal Article Date: 2010-10-18 |
Journal Detail:
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Title: RöFo : Fortschritte auf dem Gebiete der Röntgenstrahlen und der Nuklearmedizin Volume: 182 ISSN: 1438-9010 ISO Abbreviation: Rofo Publication Date: 2010 Nov |
Date Detail:
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Created Date: 2010-10-29 Completed Date: 2010-11-22 Revised Date: - |
Medline Journal Info:
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Nlm Unique ID: 7507497 Medline TA: Rofo Country: Germany |
Other Details:
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Languages: ger Pagination: 965-72 Citation Subset: IM |
Copyright Information:
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© Georg Thieme Verlag KG Stuttgart · New York. |
Affiliation:
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Klinik für diagnostische und interventionelle Radiologie, Charité - Universitätsmedizin Berlin. martin.maurer@charite.de |
Vernacular Title:
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Gezielte Methoden zur Messung der Patientenzufriedenheit in einem radiologischen Versorgungszentrum (MVZ). |
Export Citation:
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| MeSH Terms | |
Descriptor/Qualifier:
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Adult Aged Aged, 80 and over Ambulatory Care / standards Data Collection / standards Delivery of Health Care / standards Female Germany Humans Interview, Psychological Male Middle Aged Patient Satisfaction* Prospective Studies Questionnaires* Tomography, X-Ray Computed / standards* Young Adult |
From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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