When patients are satisfied, outpatient MR imaging volumes increase, new study finds
When patients are pleased with their radiology care, outpatient imaging volumes increase, according to new research published Thursday.
Previous studies have demonstrated the impact satisfaction can have in spurring return visits and positive word-of-mouth. But analyzing this issue can be difficult in the specialty, experts detailed in Current Problems in Diagnostic Radiology. Individuals often do not meet face-to-face with their radiologist, and other uncontrollable factors such as claustrophobia in the MRI machine potentially impact satisfaction scores.
Ohio State researchers recently set out to explore this topic, retrospectively reviewing outpatient MRI volume trends across 10 sites and matching them up with Press Ganey outpatient surveys. They found a clear correlation, with median satisfaction score changes trending higher at facilities reporting rising visit numbers.
“Patient satisfaction and patient volume at MRI imaging sites are interrelated, and patient experiences or perceptions of quality of care have the potential to influence what imaging sites are preferentially utilized,” Amna Ajam, MD, with OSU College of Medicine’s Department of Radiology, and co-authors wrote Nov. 11. “Significant associations between favorable satisfaction survey trends and increasing MRI volume suggest that patient satisfaction is not only a quality metric but has operational importance in predicting or impacting imaging volume.”
Altogether, the analysis covered nearly 40,000 patient visits logged over a one-year period ending in March 2016 in which OSU experienced systemwide MRI declines. A three-month period ending June 30, 2015—when Ohio State witnessed a peak in volume—served as the baseline for the study. Quarterly volume stayed stable across six of the study sites, climbed at a seventh by 18%, and fell 20-24% at the other two.
Ajam et al. discovered a notable association between volume trends and changes in all five Press Ganey score domains. Statistical significance was highest for “overall assessment” (how well staff worked together, rating of care delivered, etc.) and “test or treatment” (instructions received, time spent waiting, friendliness of staff who provided care). Meanwhile, the newest, most visually appealing sites saw volume fall, “diminishing the argument for major design investment as means of enhancing patient volume.”
With rising consumerism in healthcare, the authors believe imaging leaders must pay attention to the “economic consequences” of patient satisfaction.
“Given that a relatively high proportion of operating costs in MRI are fixed costs, profitability at an MRI site is strongly dependent on patient volume,” Ajam and colleagues advised. “Taking patient volume as an indicator of increased profitability, our findings corroborate the positive association between client satisfaction, loyalty and profitability described for inpatient care, the hospitality industry and banking services.”
Marty Stempniak has covered healthcare since 2012, with his byline appearing in the American Hospital Association's member magazine, Modern Healthcare and McKnight's. Prior to that, he wrote about village government and local business for his hometown newspaper in Oak Park, Illinois. He won a Peter Lisagor and Gold EXCEL awards in 2017 for his coverage of the opioid epidemic.