The importance of perceived quality assessment in radiology and the impact of sociodemographic factors in a Portuguese public hospital

Abstract

Background and Context: Assessment of perceived quality is fundamental for quality management in health care. This study uses SERVQUAL to assess patients’ perceived quality and the impact of social and demographic factors on quality perceptions in a Portuguese Public Hospital Radiology Department. This department did not have a recent quality assessment and had no knowledge of the impact of sociodemographic factors. There are no studies applying SERVQUAL to radiology, and the results of studies on the impact of sociodemographic factors on perceived quality are controversial. Purpose: To assess (1) the patients’ quality perception, (2) the relationship between perceived quality and patients’ sociodemographic factors, (3) the relationship between perceived quality and health status of patients, and (4) the relationship between perceived quality and the quality of the information received by patients. Materials and Methods: Cross-sectional quantitative survey with a data collection instrument based on a modified version of SERVQUAL. Results: The perceived quality of the radiology department is significantly correlated only with patients’ level of education and the quality of the information received. Conclusion: Results suggest that patients expect more from this radiology department. Their expectations are not being met by the perceived level of the service. Results also suggest a significant positive influence of information received on perceived quality of the service and a significant negative influence of education level on perceived quality of the service. Results additionally suggest that monitoring the perceived quality would allow not only for the planning of accurate intervention strategies of high effectiveness in the radiology department, but also for the monitoring of the response of such actions, bringing benefits to the improvement of quality of the healthcare services offered.