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Quality Assessment of Radiology Department


  • Archana Agarwal
  • Agency : Quality Assessment, Radiology Department, TQM
  • Objective : The study was done to measure performance of radiology department across three perspectives viz. Customer/patient, internal business processes and learning and growth at a tertiary care private sector hospital in Mumbai.
  • Background : A focus on operational excellence in everything we do translate the focus on the quality of the service provided. Trying to improve something when the organization do not have a standard to measure against and improve a process without measuring the current status is like playing a game without knowing the score. Measurement and improvement of the processes are absolutely essential if operational excellence is required in the organization.
  • Methodology : Both qualitative and quantitative methods were used. Interview, Questionnaire and Checklists prepared to collect data. 55 patients were interviewed. The sampling for each investigation was done on random basis. 20 employee of radiology department were taken as per their designation.
  • Findings : The overall satisfaction of both employees and patients was found to be 61%. Majority of Customer/Patient showed their dissatisfaction in relation to waiting time, Infrastructure- Perception, Access. Employees were mainly dissatisfied with the present performance appraisal system. As a result there was no motivation to improve their efficiency. TAT was higher than desired for X RAY. Wastage of films were found to be more in X RAY and Ultrasound
  • Recommendations : Provision of LAN connectivity and other inter- units in radiology department is found to be essential. Majority of Customer/Patient showed their dissatisfaction in relation to waiting time, Infrastructure- Perception, Access. Employees were mainly dissatisfied with the present performance appraisal system. As a result there was no motivation to improve their efficiencyProper scheduling of investigation especially in-patients is recommended. It is also essential to motivate staff by arranging training programmes etc.
study was done to measure performance of radiology department across three perspectives viz. Customer/patient, internal business processes and learning