Radiology
Patient Satisfaction Survey
January 2017
Introduction
This report contains the results of the radiology patient satisfaction survey. Patients
were handed a short self-completion questionnaire following their appointment and
were asked to post their completed surveys in a box on reception. A total of 400
surveys were handed out with 279 completed surveys returned giving a response
rate of 70%. Results are shown at an overall level as well as by appointment type.
The breakdown by appointment type is:
X-ray
Ultrasound
CT Scan
MRI
Total
122
36
33
88
279
The survey was also carried out across three locations with the breakdown as
follows:
Macclesfield Hospital
200
Knutsford Hospital
34
Congleton Hospital
45
Total
279
NB: Patients attending Knutsford and Congleton attended for x-ray only
A breakdown of results by location for patients attending for x-ray can be found in
appendix one at the end of the report.
Summary of Results
•
•
•
•
69% of respondents stated that were seen on time / early for their appointment
with a further 19% stating there were seen within 10 mins of their appointment
time. Only 4% of respondents said that they were left to wait with no explanation
as to why
The following table shows the percentage of patients rating the various elements
of the waiting area as excellent and good
Excellent
Good
Combined
Cleanliness
58%
40%
98%
Layout
47%
41%
89%
Décor
33%
42%
75%
Seating
38%
45%
83%
Facilities for children
33%
30%
63%
Availability of information
43%
43%
86%
Privacy
52%
34%
86%
Changing facilities
47%
40%
87%
Overall impression
38%
43%
81%
89% of respondents said that the staff treating them introduced themselves
87% of respondents ‘definitely’ received a clear explanation of what would be
done during their appointment
•
•
•
•
•
88% of respondents said they ‘definitely’ received answers they could understand
to any important questions they had and 90% who had any worries or concerns
said staff ‘definitely’ took the time to discuss them.
91% of respondents said they ‘definitely’ had enough privacy while they were in
the department.
94% of respondents said they were ‘definitely’ treated with care and compassion
and 95% said they were ‘definitely’ treated with dignity and respect.
87% of respondents rated their overall experience of the department as
‘excellent’ with a further 12% rating it as ‘good’.
Many positive comments received in relation to the efficiency of the department
and the caring professional nature of the staff.
Equality Data
The following tables show how results for respondents with protected characteristics
compare for two key areas:
Did the staff treating you give you a clear explanation of what would happen
during your appointment?
Disability
No. of respondents
Yes, definitely
Yes, to some extent
No
Overall
243
86%
12%
2%
Physical
26
89%
8%
4%
Sensory
2
100%
0%
0%
Mental
health
3
67%
33%
0%
Overall
244
86%
12%
2%
White
British
235
87%
12%
1%
White
Other
4
50%
50%
0%
Asian /
Asian
British
2
100%
0%
0%
Overall
224
88%
11%
1%
Heterosexual /
straight
219
88%
11%
1%
Gay /
lesbian
5
80%
20%
0%
Autism
1
100%
0%
0%
LTC
22
86%
9%
5%
Black /
Black
British
0
0%
0%
0%
Mixed
2
0%
50%
50%
Ethnicity
No. of respondents
Yes, definitely
Yes, to some extent
No
Sexuality
No. of respondents
Yes, definitely
Yes, to some extent
No
Other
1
100%
0%
0%
Do you feel you were treated with dignity and respect?
Disability
No. of respondents
Yes, definitely
Yes, to some extent
No
Overall
235
95%
5%
0%
Physical
27
100%
0%
0%
Sensory
3
100%
0%
0%
Mental
health
2
50%
50%
0%
Overall
237
95%
5%
0%
White
British
228
96%
4%
0%
White
Other
4
75%
25%
0%
Asian /
Asian
British
2
100%
0%
0%
Overall
219
95%
5%
0%
Heterosexual /
straight
215
95%
5%
0%
Gay /
lesbian
4
75%
25%
0%
Autism
1
100%
0%
0%
LTC
22
96%
5%
0%
Black /
Black
British
0%
0%
0%
0%
Mixed
2
50%
50%
0%
Ethnicity
No. of respondents
Yes, definitely
Yes, to some extent
No
Sexuality
No. of respondents
Yes, definitely
Yes, to some extent
No
Other
1
100%
0%
0%
Results by Question
If you received an information leaflet prior to your appointment did you find it
informative and easy to understand?
How long after your appointment time did your appointment start?
Thinking about your wait, which of the following most closely describes your
experience?
How would you rate the way you were greeted by the receptionist in the
department?
Using a scale of Excellent, Good, Fair or Poor how would you rate the following
aspects of the waiting area:
Cleanliness
Layout
Décor
Comfort of chairs
Facilities for children
Availability of information
Privacy
Changing facilities
Overall impression of waiting area
Did the staff treating you in the department introduce themselves?
Did the staff treating you give you a clear explanation of what would happen
during your appointment?
If you had important questions to ask did you receive answers that you could
understand?
If you had any worries or concerns did staff take the time to discuss them with
you?
Using a scale of Excellent, Good, Fair or Poor how would you rate the staff in
the radiology department for the following criteria:
Helpfulness
Politeness
Kindness
Understanding
Did you have enough privacy whilst you were in the department?
Do you feel you were treated with care and compassion?
Do you feel you were treated with dignity and respect?
Overall how would you rate your experience of the department?
What has pleased you most about your experience of the radiology service?
Key themes relate to the efficiency of the service and the caring and professional
nature of the staff.
Comment
They were polite
Everything
Felt very relaxed as I was not sure what to expect
Friendly staff, helpful, polite, would rate this hospital one of the
best
Kind and friendly staff at all times
Kind and very careful
Location
MDGH
MDGH
MDGH
Appt type
CT
CT
CT
MDGH
CT
MDGH
MDGH
CT
CT
Not having to wait. Friendliness of staff
Professional and reassuring
Punctual, very friendly and professional. Helped to relax by
explaining everything as it progressed
Very friendly, made me very comfortable, most helpful at all times
during my visit to Macclesfield hospital
Politeness and genuine interest in me
All of it
All the staff
All the staff were so polite and answered any of the questions I
had
Always kind, attentive and helpful
Both ladies quick and efficient in their process of getting me
settled in and explained everything of each stage.
Cheerful helpful staff. Information given during procedure
Efficiency and ease
Efficient service
Efficient, professional and caring service
Every aspect
Everyone explained everything and was so lovely
Everyone was very friendly and helpful, I wasn't nervous as I'd
had an MRI before but if I had been, the staff would have made
me feel better
Explained what was going to happen in scanner
Fast and efficient
Good concern from staff and explanation of what was to happen
Good quick service
Having a mask, earphones, not having to enter the machine head
first. The staff put me at ease.
Helpful and informative staff
How kind and helpful people were and to greet you at the door
How quiet it is on a Saturday
I thought the staff were excellent. I was extremely nervous, glad
when it was over though.
I was able to get a cancellation
I was seen on time
I was very nervous and they were very kind and understanding
Information about delay on arrival
Just very pleasant staff
Just very sleek and no waiting around
Made to feel at ease
Nice staff
No waiting
No waiting
No waiting, straightforward
Nothing too much trouble by staff to help you feel relaxed
On time, no wait
Pleasant and efficient
MDGH
MDGH
CT
CT
MDGH
CT
MDGH
CT
MDGH
MDGH
MDGH
CT
MRI
MRI
MDGH
MRI
MDGH
MRI
MDGH
MRI
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MRI
MRI
MRI
MRI
MRI
MRI
MDGH
MRI
MDGH
MDGH
MDGH
MDGH
MRI
MRI
MRI
MRI
MDGH
MRI
MDGH
MDGH
MDGH
MRI
MRI
MRI
MDGH
MRI
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
Quick and efficient
Quick service, nice staff
Quick, efficient, very good customer service
Relatively short time between GP referral and receiving appt.
Seen near enough on time, staff very helpful and nice
Seen on time - friendly and comfortable
Speed and professionalism
Staff
Sunday appointment - means I don't have to take a holiday from
work, friendly staff, quick and efficient
The friendliness of staff
The mask helped a great deal and the music
The member of staff, Laura, was professional and polite. She
explained the procedure well and was very reassuring
The professional and pleasant staff attitude
The staff were pleasant, helpful and clear on instructions
Very efficient and friendly
Very friendly staff, went out of her way to look for a suitable chair
for patient to sit on
Very happy with everything, thank you
Very little waiting time. Polite professional staff
Wonderful staff - both ladies were polite, courteous and helpful
with very warm and friendly attitudes - keep up the great work!
Hardly any waiting, the staff made me feel relaxed and I was
treated very well
Polite and professional
Staff all very polite and helpful, seemed to answer any questions
Everything
Attitude of the radiographers
Being seen on time
Fast efficient pleasant service
Helpful
I was given a good result
Ladies in Ultrasound had smiling faces
No waiting
Pleasant attitude of staff
Really pleasant "human" girls!
Seen on time, excellent. Home in time for tea!
Seen on time/early
The kindness and helpfulness demonstrated by all health
professions
The love and attention all nurses gave me
The staff were very helpful
The time taken from appt to scan and then the time waiting in the
waiting room was minimal
This department is first class, the staff are always very pleasant
and treat with respect. This hospital needs to stay as it is and not
reduce wards or staff.
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MRI
MDGH
MRI
MDGH
MDGH
MRI
MRI
MDGH
MRI
MDGH
MDGH
MDGH
MRI
MRI
MRI
MDGH
MRI
MDGH
MDGH
MRI
MRI
MDGH
MRI
MDGH
MRI
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MRI
MRI
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
Ultrasound
MDGH
Ultrasound
MDGH
MDGH
Ultrasound
Ultrasound
MDGH
Ultrasound
MDGH
Ultrasound
Time scale from seeing GP to having an appointment for scan
Treated within 20mins of appointment time, staff friendly and
helpful. I had to remove underwear for appointment and the nurse
was very good at keeping my dignity intact
Very efficient, staff very polite and caring
Very helpful and considerate
Being dealt with quickly and then taken to A&E
Cheerfulness of radiographer
Everybody pleasant and helpful
Fast and efficient service
Fast service
Good, caring and polite
Kind/efficient
Not long to be seen
Not much waiting time
Professional attitude
Prompt service and efficiency
Quick
Quick, efficient and polite
Staff
The very quick service
Top speed of service, friendliness of staff
Very good, as always
Fast response, little waiting time
Friendly staff, quiet atmosphere
Speed, walk in, seen within 30 mins
Very kind and helpful, excellent, and it was the end of the day,
bright and cheerful
An all-round pleasant experience
Didn't have to wait, x-ray was quick
Efficiency and friendliness of staff. It is a great service to have in
Congleton
Excellent service
Excellent service
Fantastic facility!
Friendly staff
Made to feel like a person not a number
Most helpful
Most helpful lady, understanding, on time
Seen on time
Seen early, lovely staff, quick and efficient, explained process,
gave me helpful advice
Speed of service, approach of staff member
Speedy efficient service, felt at ease
The service was excellent
The speed, politeness, professionalism and friendliness
The understanding and kindness of the radiographer. There was
no sense of me being rushed or hurried out of the department
MDGH
Ultrasound
MDGH
Ultrasound
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
MDGH
Ultrasound
Ultrasound
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
MDGH
X-ray
Congleton
Congleton
X-ray
X-ray
Congleton
X-ray
Congleton
Congleton
Congleton
Congleton
Congleton
Congleton
Congleton
Congleton
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
Congleton
X-ray
Congleton
Congleton
Congleton
Congleton
X-ray
X-ray
X-ray
X-ray
Congleton
X-ray
There was no waiting
Thorough explanation of procedure
Very good overall, punctual, courteous & friendly
Delia was so friendly and lovely
Delia. Excellent staff (Vera, I think) Seen quickly without a fixed
appointment
Efficiency of department
Excellent fast service
Excellent local service
Fast and polite service
Friendly, helpful, kind
I didn't have to wait. Very clear information. Quickly seen too
Kindness, comfort, understanding
Kindness, respect, helpfulness. Treated like an individual - not a
number
Nice and clean. Treated respectfully
Quick and efficient
Quick, pleasant
Speed and politeness
Speed at which I was seen. Very nice lady explained everything
Staff very professional and polite
The lady doing my x-ray was very friendly - lovely to see!
The staff were pleasant, helpful and clear on instructions
Very efficient
Very friendly approach
Very good
Very pleasant and helpful staff
Congleton
Congleton
Congleton
Knutsford
X-ray
X-ray
X-ray
X-ray
Knutsford
X-ray
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
Knutsford
X-ray
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
Knutsford
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
X-ray
Location
MDGH
Appt type
CT
MDGH
CT
MDGH
CT
MDGH
CT
MDGH
MDGH
MRI
MRI
MDGH
MRI
MDGH
MRI
MDGH
MRI
MDGH
MRI
What could we do better?
Comment
Changing room not very private
Have a lot more thought about when you just dump the person in
their wheelchair
I heard a voice telling me to hold my breath and at other times to
breathe normally. I was not advised of this and I wasn't sure how
important this was
Only waiting time but wasn't a problem as needed 2 procedures maybe music in the background
Directions to the department
Have a better waiting room!
Could provide radio channel change facility or choice of relaxing
music and better volume (too quiet).
Men’s magazines in waiting area
MRI information leaflet did not explain blood test beforehand so I
didn't realise what the blood test was for (had to google to find out
it was kidney function for contrast).
Perhaps text patients if running late
Practise beforehand the breathing technique required, i.e. depth
of breath and duration, couldn't hear the instructions clearly
Provide directions to department, including nearest parking area
and disabled facilities
Put something on the ceiling to look at, waiting area very small so
when busy people packed in close
The waiting area seems like an afterthought, though, to be fair,
space is probably needed for more important things elsewhere in
the suite
Turn the radio to louder
Car parking, gave up after 20mins of trying to get a space, I had
to park on a road quite some distance away
Not the Department's fault but better parking facilities are
required. I had to park in town and run to meet my appointment
time
Fitting rooms - curtain replace with wall! Could hear aged
gentlemen and his concerns!
Re-furbish
A nice radiology waiting room with proper provision for young
children
Perhaps some general interest reading matter for distraction
Only by improving the car parking
MDGH
MRI
MDGH
MRI
MDGH
MRI
MDGH
MRI
MDGH
MRI
MDGH
Ultrasound
MDGH
Ultrasound
MDGH
X-ray
MDGH
X-ray
MDGH
X-ray
MDGH
Congleton
X-ray
X-ray
Appendix One
Data for patients attending for x-ray by location:
Congleton results.pdf
Knutsford results.pdf
Macclesfield
results.pdf
Key differences by location:
• Patients seen at Congleton and Knutsford Hospitals rated their experience more
positively for all criteria.