Patients' Perception of Quality of Care in a Radiology Department: A Medical-Physical Approach

Abstract 

The aim of our cross-sectional study was to identify patients' perception of quality of care (QoC), and further to evaluate the relation between QoC and demographic factors in patients who have been subject to a radiology examination or a radiology treatment. Good QoC is the primary aim of the public medical and health service, with the aim of same quality for the whole population. Few scientific studies have been carried out within radiology with the aim of investigating differences between varying demographic factors and patient's perceptions of QoC. The radiology department's version of the Quality from the Patient's Perspective questionnaire (QPP) was used for data collection. Six hundred and ninty-eight patients participated in the study. Low estimation of the QoC was associated with dissatisfaction with telephone contact, long waiting time, neither easy nor hard waiting time experience, not receiving an invitation in time, and age 56 to 75 years. Female patient responses for estimated QoC were higher, as were those from patients with less formal education. Our study shows that factors inducing dissatisfaction concerning QoC, above all long waiting times, can be tolerated if radiology personnel provide good routines for information. Telephone contact, and adequate, timely information, is especially important. The results of this study demonstrate that several factors play a role in a patient's perception of QoC in a radiology department. The further research on patient-focused quality improvement is needed to improve patient's perception of quality care in the radiology department.

Keywords: Quality of care, Patients' experience, Quantitative approaches, Patient's Perspective questionnaire (QPP)