Patients’ reaction to the ethical conduct of radiographers and staff services as predictors of radiological experience satisfaction: a cross-sectional study

BACKGROUND Patients' satisfaction arises from their appraisal of experience in hospital services and measuring patients' satisfaction in hospital has become a global phenomenon. To improve on patients' satisfaction, radiographers have to imbibe the right ethical attitude in their conduct while discharging duties to patients during radiological examination. The objective of this study is to understand from the patients' perspective the ethical conduct of radiographers and radiology nurses that constitute factors in patient satisfaction during routine radiological examination. The rationale of the study is to use the findings to improve radiological service delivery and improve on patient satisfaction. METHODS This is a cross-sectional descriptive study in which 300 respondents (outpatients) in two hospitals were surveyed to ascertain their satisfaction with the ethical conduct of radiographers and services provided by radiology nurses in the department. The data was analyzed using descriptive statistics at 95 % confidence interval for mean scores and Z-values. RESULTS Three hundred patients responded to the survey which comprised of 145 patients from the public hospital and 155 patients from the private hospital. Radiographers fell short in some ethical/professional conduct as in informed consent before treatment (mean = 2.95); radiographers' not explaining his/her experience, expectation, knowledge and equipment procedure (mean = 2.98). However, they did well in some aspects including observation of professional boundaries with patients during treatment and equity in treatment for the patients during the radiological examination (mean score = 1.43). Some services provided by staff members in the department also fell short of patients' expectation and satisfaction including explanation of what to expect during the exam (mean = 3.30), whereas they did well in their level of courtesy to patients (mean score = 4.09). There was a significant difference in the satisfaction level experienced by patients at both hospitals in favour of the private hospital. CONCLUSIONS There is an urgent need for improved ethical/professional conduct of radiographers and general service delivery in the radiology departments of the hospitals where this investigation was carried out to enhance patient satisfaction. Government has to improve the curricular of service providers in radiology service in the university to include ethical/professional conduct and patient/provider relationship.