IMPACT OF RADIOLOGY PROFESSIONALS’ COMMUNICATION ON PATIENT SATISFACTION: A DESCRIPTIVE CROSS- SECTIONAL STUDY

Abstract

Background
Communication in diagnostic radiology is a key, but understudied, driver of patient experience. We examined how specific professional–patient communication practices relate to satisfaction among patients undergoing imaging in a large public hospital in Pakistan.

Methods
We conducted a descriptive cross-sectional study in the Radiology Department of Mardan Medical Complex (July–November 2024). Using convenience sampling, 385 consecutive patients (mean age 37.2 ± 11.4 years; 51.9% male) completed a structured questionnaire covering demographics, procedure type, communication practices, and satisfaction. Satisfaction was dichotomized as “satisfied” (≥60% score) vs “not satisfied” (<60%). Associations between communication items and satisfaction were tested with chi-square (α=0.05).

Results
Across modalities (CT 29.1%, ultrasound 20.8%, MRI 19.5%, fluoroscopy 16.9%, X-ray 13.8%), 70.4% (271/385) of patients were satisfied overall. Reported communication practices varied: explanation before the procedure (72.2%), being asked about concerns (50.9%), friendly tone (90.9%), encouragement to ask questions (43.4%), comfort asking questions (63.9%), clarification of next steps (56.1%), and attentiveness (70.1%). Risk information was rarely provided (0.5%). Satisfaction was significantly higher when patients received an explanation (238/278 satisfied vs 31/107; p<0.001), had their concerns solicited (173/196 vs 96/189; p<0.001), perceived a friendly tone (267/350 vs 83/35; p<0.001), were encouraged to ask questions (159/167 vs 110/218; p<0.001), felt comfortable asking questions (236/246 vs 33/139; p<0.001), had next steps clarified (205/216 vs 64/169; p<0.001), and experienced staff attentiveness (265/270 vs 4/115; p<0.001). Providing risk information showed no detectable association with satisfaction (p=0.35), likely due to near-absence of disclosure.

Conclusions
Specific, interpersonal elements—clear explanations, soliciting concerns, a friendly tone, active encouragement, clarity on next steps, and attentiveness—show strong, consistent associations with patient satisfaction in radiology. Standardized communication protocols and staff training should prioritize these behaviors, alongside addressing the notable gap in risk communication. Multicentre and longitudinal studies are warranted to test causality and generalizability.