Electronic Kiosks for Patient Satisfaction Survey in Radiology

OBJECTIVE. The purpose of this article is to analyze patient satisfaction surveys obtained via electronic kiosks in a tertiary-care academic radiology department to detect potential areas of improvement and to identify ways to improve survey response and completion rates. MATERIALS AND METHODS. All patient satisfaction surveys submitted via electronic kiosks and via online surveys between January 2015 and January 2016 were included in this retrospective study. The surveys consisted of questions regarding the patients' overall experience, cleanliness of the department, and interactions with the receptionist, technologist, nurse, and physician. Ratings were assessed using a 5-point scale (where 1 denotes poor and 5 denotes optimal) with an option for free-text comments. The likelihood of recommendation was regarded as an indicator of satisfaction and was our primary evaluation metric. Surveys with less than optimal ratings were analyzed in detail. RESULTS. Of 99,289 patients who visited the department, 6736...