Improving Satisfaction of Abdominal Ultrasonography Examinees:

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  • Uemori Nakae
    Utsunomiya Memorial Hospital General Medical Examination Center
  • Kubota Riko
    Utsunomiya Memorial Hospital General Medical Examination Center
  • Saitou Kumiko
    Utsunomiya Memorial Hospital General Medical Examination Center
  • Suzuki Atsushi
    Utsunomiya Memorial Hospital General Medical Examination Center
  • Umino Hitoshi
    Utsunomiya Memorial Hospital General Medical Examination Center

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Other Title
  • 腹部超音波検査の受診者満足度の向上を目指して
  • 腹部超音波検査の受診者満足度の向上を目指して : 受診者アンケート調査
  • フクブ チョウオンパ ケンサ ノ ジュシンシャ マンゾクド ノ コウジョウ オ メザシテ : ジュシンシャ アンケート チョウサ
  • Questionnaire Survey of Examinees
  • －受診者アンケート調査－

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Description

<p>Objective: To carry out a questionnaire survey regarding satisfaction with abdominal ultrasonography customer service and analyze the results, make improvements based on them and investigate whether it would be possible to raise satisfaction by doing this.</p><p>Methods: From March 5 to 12 2018, we carried out a questionnaire survey of 519 health check-up examinees regarding their satisfaction with abdominal ultrasonography (overall satisfaction, satisfaction regarding examination room environment, pain during examination, breathing control, explanation of exam, wiping off jelly, actions of ultrasonographer, desire to have ultrasonography at next check-up) as well as freely-expressed opinions. We analyzed the results and identified points for improvement. Having made improvements, we then carried out another questionnaire survey with the same content of 516 health check-up examinees from March 19 – 27 of the same year. Next, we performed a comparative analysis of the aggregated results for satisfaction and freely expressed opinions, for before and after improvements, using the χ2 test.</p><p>Results: While no overall change in satisfaction was observed, there was a drop in satisfaction regarding “explanation of exam” and “actions of ultrasonographer”. However, for “explanation of exam” and “pain during exam”, which had been targeted for improvement, there was a marked decrease in “complaints and suggestions” in the aggregated freely expressed opinions.</p><p>Conclusion: While the results revealed no clear improvement in satisfaction level, in the analysis of freely expressed opinions, the effects of improvements in the targeted items were observed. Also, in making improvements, it was considered important to foresee any negative consequences they might have and take measures to prevent them.</p>

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