DO WE NEED TO IMPROVE? A CUSTOMER SATISFACTION SURVEY IN ULTRASOUND SUITE

Abstract

OBJECTIVE: The purpose of this study is to determine the level of customer (i.e patient) satisfaction in the ultrasound suite as regards to the staff at reception, staff in the ultrasound suite and the radiologist attending them in the ultrasound room. MATERIALS AND METHODS: We conducted a cross sectional survey in department of radiology, Aga Khan University hospital Karachi from July 01, 2009 to July 31, 2009. The information was collected through a designed questionnaire by a third party volunteer after informed consent. The questionnaire initially assessed service satisfaction at the reception, in the ultrasound suite and the radiologist attending them in the room. The indicator for quality of service given included: promptness, attention, caring attitude, clarity of instructions given and self-introduction by the doctor and the staff attending them. RESULTS: Our results indicate that areas of service for staff at reception, the overall rating was 76.5% as good and very good, only 21.5% rated service as just ok or poor, in area of staff in ultrasound, 87% rated service as good and very good, 11% rated as just of or poor. In area of Radiologists in ultrasound suite, 84% rated service as good and very good and 15% rated as just ok or poor. On average customer response was 98.5% and 1.5% did not responded. CONCLUSION: Based on our survey it was observed that customer showed overall satisfaction but in general we identify few concerns through which we could further improve our standards of service, with specific focus on our first point of contact that is at reception.