Effects of patient survey feedback on improving patient experience with outpatient magnetic resonance imaging

Abstract

Objective

We examined the feasibility of collecting timely patient feedback after outpatient magnetic resonance imaging (MRI) and the effect of radiology staff responses or actions on patient experience scores.

Methods

This study included 6043 patients who completed a feedback survey via email after undergoing outpatient MRI at a tertiary care medical center between April 2021 and September 2022. The survey consisted of the question “How was your radiology visit?” with a 5-point emoji-Likert scale, an open-text feedback box, and an option to request a response. The primary outcome measure analyzed was the “top box” score (ie, the percentage of 5/5 scores) reflecting overall patient satisfaction. For comparison, Press Ganey quarterly top box scores from a separate group of patients who underwent outpatient MRI concurrent with the study period were also analyzed. Patient-reported feedback was categorized by using natural language processing and analyzed along with radiology staff responses and actions.

Results

The top box score for “How was your radiology visit?” increased from 81.1% during the first month of the study to 86.1% during the last month. Similarly, the comparative Press Ganey top box scores for questions related to “radiology staff concern for comfort” and “courtesy of radiology technologist” increased from the first quarter to the last quarter of the study. Patients reported service excellence in 59.2% of surveys (n=3576), long wait time in 6.3% (n=383), and poor communication in 6.1% (n=369). Some praise from patients was shared with staff members who interacted with the patients. Of all survey responses, 5.5% required radiology staff responses or actions, such as sharing feedback with supervisors, providing direct feedback to staff, and making telephone calls to patients. From the first half to the second half of the study, the median (IQR) wait time decreased from 46 (32–66) minutes to 45 (31–64) minutes (P=.02), and the percentage of patients who reported long wait time decreased from 7.4% to 5.4% (P=.002).

Conclusion

Our study highlights the feasibility of obtaining timely patient feedback after outpatient MRI and using it to improve patient experience. These results may contribute to the development of more patient-centered care in the field of radiology.