Patient retention and attrition factors in a screening mammography practice: university versus community sites

The objective of this study was to identify significant factors impacting patient retention and attrition in a university-based breast center.

In this pilot study, we surveyed current and former mammography patients at our university hospital and another affiliated site. Three hundred three current mammography patients ("stayers") and 117 patients who no longer receive mammography services at these sites ("leavers") were interviewed by telephone between April and May 2003.

Stayers cited "doctor or hospital referral" (20%) and "quality of care" (19%) as reasons for having their mammography examinations at the university-based sites, with 77% "very satisfied" with the service and care they received. Fewer than 1% reported dissatisfaction. Stayers were also very satisfied with travel time from home (36%), convenience of parking (33%), and safety of the neighborhood (27%). Among leavers, 37% cited convenience to home or work as the reason for choosing their current mammography provider. Reasons for leaving the university-based sites included difficulty in scheduling appointments (15%) and current mammography provider mandated by their insurance provider (14%). Leavers expressed high levels of dissatisfaction with facility-related issues: travel time from home (26%), convenience of parking (26%), and safety of the surrounding neighborhood (19%).

Although both stayers and leavers reported satisfaction with overall quality of service and care received at the university-based locations, stayers gave higher marks than leavers.