FMC’s Radiology Department Earns Top Patient Satisfaction Rating

GREENFIELD – Franklin Medical Center’s Radiology Department recently ranked in the 100th percentile for its patient satisfaction overall quality of care score for outpatient services, according to a report issued by Professional Research Consultants (PRC).
PRC is an independent agency that reviews and analyzes patient satisfaction for hospitals throughout the nation.

“Franklin Medical Center voluntarily participates in the PRC patient satisfaction review process,” explained David Farrick, director of Outpatient Services for FMC. “Reviewers from the independent agency randomly interview patients by phone following their visit, and analyze the results. We then review the data and determine when follow-up action is needed. The PRC rating indicates that our Radiology Department ranked #1 among the 264 hospitals nationwide with which it was compared for overall quality of care in outpatient services.”

Lynda Zukowski, manager of Radiology at Franklin Medical Center said, “the report results show that our patients are exceptionally pleased with the staff’s expertise, their attention to patients’ privacy, and the respectful care they provide. I’m proud of what this report indicates about the professional quality of our staff and their outstanding commitment to our patients and their families.”

PRC reports assist a department in understanding the satisfaction, perceptions, and expectations of patients. The main objectives are to identify key areas in which a department can improve the quality of care and to monitor the success of various programs and services.

For the Radiology Department assessment, PRC conducted telephone interviews with 55 randomly selected patients who had been treated between October and December 2004. Questions included such topics as overall quality of care, ease of scheduling and registration, respect for privacy, discharge instructions, competency of staff, and explanation of procedures.

The excellent PRC results can be attributed to the teamwork displayed in the department, according to Robert Yoon, M.D., medical director of the Franklin Medical Center Radiology Department. “Teamwork is an essential component of high quality care,” he said. “Patient satisfaction depends on all of us working together and treating our patients with the best possible care and respect.”