Shorter Perceived Outpatient MRI Wait Times Associated With Higher Patient Satisfaction

Journal of the American College of Radiology : JACR
Anna HolbrookRichard Duszak

Abstract

The aim of this study was to assess differences in perceived versus actual wait times among patients undergoing outpatient MRI examinations and to correlate those times with patient satisfaction. Over 15 weeks, 190 patients presenting for outpatient MR in a radiology department in which "patient experience" is one of the stated strategic priorities were asked to (1) estimate their wait times for various stages in the imaging process and (2) state their satisfaction with their imaging experience. Perceived times were compared with actual electronic time stamps. Perceived and actual times were compared and correlated with standardized satisfaction scores using Kendall τ correlation. The mean actual wait time between patient arrival and examination start was 53.4 ± 33.8 min, whereas patients perceived a mean wait time of 27.8 ± 23.1 min, a statistically significant underestimation of 25.6 min (P < .001). Both shorter actual and perceived wait times at all points during patient encounters were correlated with higher satisfaction scores (P < .001). Patients undergoing outpatient MR examinations in an environment designed to optimize patient experience underestimated wait times at all points during their encounters. Shorter perceived...Continue Reading

References

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Aug 30, 2013·Clinical Ophthalmology·Michael McMullen, Peter A Netland
Mar 29, 2014·The Western Journal of Emergency Medicine·Brendan T Parker, Catherine Marco
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Citations

Jun 20, 2016·Journal of the American College of Radiology : JACR·Andrew B Rosenkrantz, Kristine Pysarenko
Jan 8, 2021·Radiographics : a Review Publication of the Radiological Society of North America, Inc·Daniel S BorWendolyn S Gozansky

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