A Service Evaluation of What Satisfies Our Patients in Magnetic Resonance Imaging

Abstract

IntroductionPatient experience is an essential component of high-quality care often measured through the satisfaction of patients. This service evaluation draws on a model from customer service to help better understand patient expectations and what matters to them most when attending for an MRI. MethodsAn online survey based on Kano's model of customer satisfaction was administered online. Participants assessed 28 attributes as part of undergoing an MRI scan, rating how important these were to their satisfaction and thereby their experience. ResultsSix hundred and fifteen patients responded, with the majority aged 55–74 years and having had an MRI before. Classification of the attributes shows how those deemed ‘functional’ in nature have more potential to dissatisfy if not present, whereas those considered ‘relational’ are thought to have more of an influence over enhancing satisfaction. ConclusionThe importance of relational aspects focused on communication and ensuring that patients are fully informed were highlighted as drivers for improving satisfaction within MRI.