93.7 mean – 88th percentile rank
16 – 30
n per wk Std Overall
92.1 mean – 60th percentile rank
n per wk Std Overall Mean
Figure 8 • Patient satisfaction scores, baseline compared to the pilot period.
of lack of survey return. The findings are
consistent with the initial correlation
analysis and those found in the 2010
study. 2 The 6-10 minute delay demonstrates the highest patient satisfaction
scores. (Figure 8.)
The patient’s perceived appointment
time to procedure start time delay was
found to be a significant predictor to the
overall mean score. While overall survey response for this two week pilot was
down, the department was able to obtain
a mean average of 93.7 and a UHC percentile rank of 88th.
Perceived appointment time and perceived start times are important distinctions that warrant emphasis. Both the
baseline and pilot data acquired in this
study came from Press Ganey and was
completed by the patient without a dedicated tracking system available to them.
Perception may not be reality, but it is
the measure that truly matters in patient
Sustainability of these scores for
an extended period of time will re-
quire some adjustments. To continue
to provide a start time under 10 min-
utes there has to be, at a minimum, a
dedicated person for outpatients if not
dedicated room resources. With some
renegotiating, four of the five modali-
ties could reallocate a dedicated person
to the outpatient service line. One of the
five, diagnostic radiology, had to add 20
hours a week during peak hours to ac-
complish this. For continued control,
this should be considered as part of the
permanent staffing vision.
1Agency for Healthcare Research and Quality.
Evaluating the impact of value-based purchasing: A guide for purchasers. 2002.
AHRQ Publication No. 02-0029. Available
evalvbp1.htm#basics. Accessed November
2Feddock C, Bailey P, Griffith C, Lineberry M,
Wilson J. Is time spent with the physician
associated with parent dissatisfaction due
to long waiting times? Evaluation & the
Health Professions. 2010;33:216-225.
3Malkin J. A Visual Reference for Evidence-Based Design. The Center For Health
4Pine J, Gilmore J. The Experience Economy.
Harvard Business School Press, Boston.
Angelic P. McDonald, MSRS, CRA, RT received her
masters in radiologic sciences through Midwestern
State University and is currently working on her PhD
in health studies through Texas Women’s University.
She began her imaging career in the United States Air
Force as a radiologic technologist and continued in
imaging as a CT and MRI technologist before pursuing
imaging management. She is currently the director of
imaging at Methodist Willowbrook Hospital in Houston,
TX and can be contacted at firstname.lastname@example.org.
Randy Kirk, MA received his masters in science in
instructional and performance technology from Boise
State University. Randy is a graduate of Corporate
Coach University and is certified in organizational
development by DePaul University. He is presently
working on his certification in evidence-based design
and is an organizational effectiveness specialist.
Before joining The Methodist Hospital in 2001, Randy
had several different roles, from assistant director of
patient access to leadership coach at the University of
Texas Medical Branch in Galveston, TX.
Copyright The Methodist Hospital 2013.