Electronic Kiosks for Patient Satisfaction Survey in Radiology.
AJR Am J Roentgenol. 2017 Mar;208(3):577-584. doi: 10.2214/AJR.16.16974. Epub 2016 Dec 22.
Boos J1, Fang J1, Snell A1, Hallett D1, Siewert B1, Eisenberg RL1, Brook OR1.
OBJECTIVE: The purpose of this article is to analyze patient satisfaction surveys obtained via electronic kiosks in a tertiary-care academic radiology department to detect potential areas of improvement and to identify ways to improve survey response and completion rates.
MATERIALS AND METHODS: All patient satisfaction surveys submitted via electronic kiosks and via online surveys between January 2015 and January 2016 were included in this retrospective study. The surveys consisted of questions regarding the patients' overall experience, cleanliness of the department, and interactions with the receptionist, technologist, nurse, and physician. Ratings were assessed using a 5-point scale (where 1 denotes poor and 5 denotes optimal) with an option for free-text comments. The likelihood of recommendation was regarded as an indicator of satisfaction and was our primary evaluation metric. Surveys with less than optimal ratings were analyzed in detail.
RESULTS: Of 99,289 patients who visited the department, 6736 (6.8%) initiated surveys, and 4938 (73.3%) of those completed them; 4257 of 4865 (87.5%) patients reported optimal satisfaction. More patients responded via electronic kiosk compared with the online survey (4564/4938 [92.4%] vs 374/4938 [7.6%]; p < 0.001). The frequency of completion rate was lower for kiosks in changing and waiting areas compared with that for kiosks next to elevators (1509/2365 [63.8%] vs 3059/3927 [77.8%]; p < 0.0001). Cleanliness of the department (329/1656 [19.9%]) and courtesy of the receptionist (299/1656 [18.1%]) were the most frequent reasons for the lowest ratings. Wait time (61/278 [21.9%]) and communication (37/278 [13.3%]) were associated with the most frequent free-text complaints.
CONCLUSION: Survey kiosks led to a higher response rate than online surveys. The completion rate can be further improved by placing kiosks next to elevators. Cleanliness, wait time, patient-staff communication, and especially courtesy of the receptionist were found to be important factors for patient satisfaction.