to talk with the people who used the hospital's services and to improve their stays. He frequently dealt with patient concerns regarding diet $("$the food arrived cold"$)$ and timely medication distribution $("$the nurse took too long to give me my pain shot"$)$ and spent time with the patients and their families so they knew they had an advocate during the hospital stay. When Jesse heard about a complaint, he would investigate it and then meet with hospital personnel to try to come to a workable solution. More often than not, a reasonable solution could be found, which increased patient satisfaction.

Recently, Jesse had been hearing patients complain of long wait times in the radiology department. Inpatients reported that they would be wheeled down to X$-$ray and sit there for hours, waiting for their exam. Jesse met with Rayna Radcliffe, the radiology supervisor, and asked if she had noticed an increase in wait times. Rayna said they were understaffed in the unit, so patient wait times had increased. "But," she added, "I don't think this has anything to do with patient satisfaction. It is just a consequence of staffing."

Jesse decided to assess Rayna's assertion by conducting in$-$house research. He distributed a survey each day for two weeks to patients who had gone to the radiology department $($see exhibit $4\mathrm{.}4).$

Judging from the survey results, what is the problem in this situation? What would you recommend that Jesse do$?$

$\backslash$table$[[,$Very Satisfied,Acceptable,Dissatisfied,$\backslash$table$[[$EXHIBIT $4\mathrm{.}4],[$Patient Satisfaction$]]],[\backslash$table$[[$Length of time waiting in radiology$],[$department before you were$],[$seen$]],20\%,30\%,50\%,\backslash$table$[[$with Radiology$],[$and Imaging$],[$Department Survey$]]],[$Time spent with your provider,$60\%,30\%,10\%,$Results$],[\backslash$table$[[$Technical skills of your provider$-],[$thoroughness$,$ carefulness,$],[$thoughtfulness$]],90\%,10\%,$N$/$A$,],[\backslash$table$[[$Personal manner of your provider$-],[$courtesy$,$ respect, sensitivity$,],[$friendliness$]],10\%,10\%,80\%,],[\backslash$table$[[$Your time spent in radiology$],[$department overall$]],10\%,20\%,70\%,]]$

REFERENCES