Imaging service inefficiencies can drive up the cost of care while creating issues for quality managers and the administration. Patient experience and staff experience can suffer, which in turn can lower quality metrics and satisfaction scores such as HCAPS and ultimately lower reimbursement even further. The MarkeTech Group recently surveyed its imagePRO panel to get radiology administrators’ opinions on quality metrics and key performance indicators (KPIs) in the imaging service line.

The most important KPI for the imaging service line is “Patient satisfaction” 

40% of radiology administrators consider the most important KPI to be “Patient satisfaction” while 31% think it is “Study turnaround time.” 11% of the respondents reported that “Scheduling delay” is the most important performance metric to their imaging service line. “Revenue per site” is an important metric for 7%, while only 5% find “Staff satisfaction” as the most important KPI

“Revenue per site,” “Scheduling delay,” and “Cost per site” are difficult metrics to achieve

When it comes to the least achievable performance indicators, there is not a consensus among the radiology administrators. “Revenue per site” (24%), “Scheduling delay” (21%), and “Cost per site” (18%) are considered to be the least achievable metrics. “Number of recalls,” “Staff satisfaction,” and “Patient satisfaction” are other factors that are each reported to be least achievable by nearly 10% of respondents.

“Patient satisfaction” is believed to be a differentiating performance indicator by most imaging administrators

37% of imaging administrators consider “Patient satisfaction” as their most differentiating indicator in the market, while another 30% think their strength is “Study turnaround time.” 10% think that they are strong in “Staff satisfaction,” while “Scheduling delay” is a differentiating performance indicator to another 10%.