to outpatients in the imaging services
department cannot be considered a pure
random sample. A sampling error exists
in this study because the sample size does
not represent the entire population of
patients seen in the department. There
could also be some non-sampling error
due to the respondent’s lack of technical knowledge when filling out the survey, therefore some questions could have
been left blank.
Edward R. Raven, Jr. RT (R)(CV), MBA was the former
operations coordinator in imaging services at Good
Samaritan Hospital Medical Center and is an adjunct
professor at St. Joseph’s College in Patchogue, N Y
Where he also obtained his masters in healthcare
management. Edward can be contacted at eraven@
Lisa A. Tine, RT (R)(M), MBA is a professor of radiologic
technology at Nassau Community College in Garden
City, N Y. She obtained her masters in healthcare
management at St. Joseph’s College in Patchogue, N Y.
She can be contacted at firstname.lastname@example.org
The results of this study show that the
imaging services department at Good
Samaritan Hospital is moving in the
right direction with respect to patient
satisfaction. The coefficients of variation
for both overall rating and the likelihood of recommending the department
to others were lower for the 2011 data
than they were for 2010. This indicates
that more outpatients are in agreement
in regards to the score for the overall
ratings that they gave and the scores
for the likelihood of recommending the
department that they gave.
Based on the results of the patient
satisfaction surveys, PI projects are
being developed. Some of these are
related to report turnaround time, wait
time to schedule an appointment, and
wait time to have an exam once the
patient arrives in the department. With
continued focus on patient centered
care, improved results for 2012 and
beyond should continue.
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2009; 22( 1): 8–19.
3Baalbaki I, Ahmed ZU, Pashtenko VH,
Makarem S. Patient satisfaction with
healthcare delivery systems.
International Journal of Pharmaceutical and Healthcare Marketing. 2008; 2( 1).