An evaluation of service quality in a resource constrained radiology department

The aim of the research was to do a cross sectional survey of the comprehensiveness of the patient care and management system in the X-Ray Department to help in the reduction of patient turnaround time and the timely conveyance of radiological examination results so as to increase patient satisfaction towards services offered by the department. The objectives of the study were to determine the extent of variance of the practical patient management from international standards, assess the effectiveness of the methods of delivery of radiological results towards optimal patient satisfaction, evaluate the extent to which explanation of examination procedures influences the quality of patient care and establish the effects of staff establishment on the levels of quality patient management and care. The data collection tools were self administered English questionnaires. This research instrument was used because it is a cheaper approach (self administered) and less susceptible to interviewer bias. The non-probabilistic convenience sampling technique was applied to the X-ray department staff that included the radiographers (qualified or students) and the radiological support staff based upon the availability for duty during the time of data collection. Data analysis was done using the SPSS v16.0 and Ms Excel (WP) and achieved a 97% (29 out of 30 participants) response rate. The results from this showed that the patient management and care in the department was inconsistent and widely varied from international standards and practices. Inadequate personnel, malfunctional and obsolete equipment, large patient throughput and lack of job satisfaction due to poor working conditions and low remuneration packages are some of the factors that influenced the inability to deliver appropriate care. Recommendations were to put in place standard operating procedures by adopting quality assurance in radiology and knowing how to implement and maintain a quality level based on standards set by an external body for example SAZ, ISO and JCI, as well as knowing how to implement continuous quality improvement programs (part of TQM) in the department are also important. Patient centred model like DIGMA, PSMA and LSS are part of continuous quality improvement in the radiology department.