Effects of Patient Demographics and Examination Factors on Patient Experience in Outpatient MRI Appointments.

Objective: The objective of this article is to describe the effects of patient demographics and examination factors on patient-reported experience in outpatient MRI examinations.

Methods: This institutional review board-waived, HIPPA-compliant quality improvement study evaluated outpatient MRI appointments from March 2021 to January 2022 using a postappointment survey consisting of a 5-point emoji scale and text-based feedback. Patient demographics and examination information were extracted from electronic medical records. Ratings ≤ 3 were categorized as negative, and ratings ≥ 4 were categorized as positive. Continuous variables were analyzed using the Kruskal-Wallis test, and categorical variables were analyzed using the Fisher's exact test. A P value less than .05 was considered significant. A natural language processing algorithm was trained and validated to categorize patient feedback.

Results: A total of 3,636 patients responded to the survey. Positive ratings had a higher proportion of male respondents compared with negative ratings (47.9% versus 37.0%, P = .004). Examination characteristics were also grouped by positive or negative rating. Patients who endured longer examination time (median 54.0 min versus 44.0 min, P < .001) and longer wait time after check-in (median 61.6 min versus 46.2 min, P < .001) were more likely to give negative ratings. The most common themes of free text feedback included excellent service (84.3%), on-time service (8.4%), and comfortable intravenous line placement (0.4%). Most common negative feedback included long wait times (10.5%), poor communication (8.4%), and physical discomfort during the examination (4.2%).

Conclusion: Male gender, short examination duration, and on-time start were associated with positive patient ratings.