Psychometric Analysis and Qualitative Review of an Outpatient Radiology-Specific Patient Satisfaction Survey: A Call for Collaboration in Validating a Survey Instrument.

PURPOSE: The aim of this study was to perform a psychometric analysis of the constructs and reliability of an outpatient radiology-specific patient satisfaction survey and identify factors that drive patient experience so that radiology practices can improve the quality of their diagnostic imaging services.

METHODS: This retrospective study examined responses to eight patient satisfaction questions from a survey originally developed by a nascent marketing team and then administered at five outpatient imaging centers from January 7, 2013, to November 11, 2015. Patients' responses were reviewed to identify factors that affected patient experience, and a psychometric analysis of the survey instrument itself was performed, including exploratory factor analyses and reliability testing. Patient responses were compared among sites, examination types, and questions. Free-text comments were qualitatively categorized and compared by examination type.

RESULTS: In total, 6,512 surveys were completed among 137,059 patient encounters. Using exploratory factor analyses of the eight survey questions, three relevant patient experience constructs were derived: (1) front office experience, (2) intake experience, and (3) examination experience. Overall, good scale reliability was observed. Perceived quality of care had the most positive ratings; wait time had the most nonpositive ratings. Of 2,024 free-text comments, 1,859 were positive (most pertaining to staff), and 155 were negative (most pertaining to convenience). MRI patients were most likely to share negative comments, typically regarding the examination experience itself.

CONCLUSIONS: Psychometric analysis of a patient survey derived three core patient experience constructs: front office experience, intake experience, and examination experience. The survey indicates the need to decrease wait times, streamline the registration process, and improve patient comfort during MRI examinations.