Patient Satisfaction with Diagnostic MRI Services at a Teaching Tertiary Care Hospital in South India

Abstract

Introduction: The healthcare sector is evolving to align with the growing expectations of patients. Hospitals are transitioning from perceiving patients as uninformed individuals with limited options to recognizing them as educated consumers with diverse healthcare choices. Patient satisfaction is widely acknowledged as a key measure of service quality, and surveys serve as a valuable method to capture patient experiences within healthcare facilities.Objective: To assess the perceived satisfaction of patients with diagnostic MRI services at a teaching hospital located in South India.

Materials and Methods: A cross-sectional survey was conducted among 200 individuals undergoing MRI investigations. Data were collected using a pilot-tested, pre-structured, self-administered questionnaire. Analysis was performed using SPSS software (version 10.0.2).

Results: Of the 200 respondents, 79% (n=158) were male and 21% (n=42) were female. The distribution included 27% (n=54) outpatients, 38.5% (n=77) inpatients from the same hospital, 25% (n=50) from private nursing homes, 4.5% (n=9) from other hospitals, and 10 respondents did not specify. A total of 74.5% were satisfied with the waiting time; 80.5% expressed satisfaction with the directions provided to reach the MRI unit; 77.5% were content with staff behavior; and 86.5% appreciated the communication by staff. Furthermore, 85.5% agreed that providing information about the MRI process during waiting time was beneficial, and 62% preferred having trained personnel present during the procedure. Conclusion: Hospital management should actively collect feedback from patients and their caregivers to identify service gaps and enhance the quality of care. Such improvements not only elevate patient satisfaction but also contribute to positive word-of-mouth promotion for the hospital.