Advertisement
According to radiologist respondents, the reputation of the serviceprovider and the quality of service are the most important criteria inselecting a teleradiology provider. Study results also reveal that fourfactors drive overall satisfaction with teleradiology providers:report accuracy/content, clinical interactions with the teleradiology staff,technical support, and turnaround time. Of these items,report accuracy/content is the most important determinant of customersatisfaction, with 51 percent of respondents rating it as their top item.
Advertisement
The survey also found a high level of comfort with images being read byU.S. board-certified physicians located in a foreign country (89 percentreported no concern). Given increasing demands for imaging by the medicalcommunity and the shortage of radiologists practicing today, use of overseasresources is increasingly common in today's global economy. NightHawk'steleradiology services are provided by U.S. board-certified, state-licensed,and hospital-privileged physicians living in Sydney, Australia; Zurich,Switzerland; and several reading centers across the U.S.
"Satisfaction with teleradiology services is driven by twofundamentals -- providing excellent care to the patient and enhancing thedoctor's practice and quality of life. Both are essential to improving ourservices and those of others in our industry," said Paul Berger, M.D., founderand chief executive officer of NightHawk Radiology. "The survey resultsreveal which aspects of teleradiology services are most important toradiologists, enabling us to focus on meeting and exceeding our customers'expectations where it matters most."
Overall satisfaction with NightHawk's teleradiology services is quitegood. NightHawk pioneered the use of teleradiology services and the clinicalworkflow technology that drives success in this business. Seventy-six percentof respondents indicated they are "delighted" or "pleased" with the services,a finding that is comparable with other professional service industry scores,according to the firm that conducted the study on NightHawk's behalf.
Eighty-nine percent of radiologist respondents "strongly agree" or "agree"that NightHawk "provides excellent customer service." More than two-thirds(68 percent) of respondents indicated that NightHawk's services are betterthan alternative providers. And, the vast majority of radiologist customers(84 percent) felt the quality of NightHawk's services has improved or remainedconstant during the tenure of their service contracts.
The results of this customer satisfaction study provide a qualitybenchmark for NightHawk, other teleradiology providers, and other healthcaretechnology service companies. The survey was conducted over the Internet byan independent marketing research company on behalf of NightHawk during thesecond quarter of 2007.
About NightHawk
NightHawk Radiology (Nasdaq: NHWK), headquartered in Coeur d'Alene, Idaho,is leading the transformation of the practice of radiology by providinghigh-quality, cost-effective services to radiology groups and hospitalsthroughout the United States. NightHawk provides the most complete suite ofsolutions, including professional s
