Customer Service in Radiology: Satisfying Your Patients and Referrers

Towbin, Alexander J.

doi:10.1148/rg.2018180026

Cited by 13 publications

(2 citation statements)

References 27 publications

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“…Comfort The comfort of the facilities is important for patients, especially in waiting areas. Welcoming and calming premises may help to reduce pre-imaging stress sometimes experienced by patients [ 11 ]. Provision of adequate toilets, changing facilities and privacy are central to ensuring patient dignity is preserved.…”

Section: During the Course Of The Imaging: Carersmentioning

confidence: 99%

What radiologists need to know about patients’ expectations: P.A.T.I.E.N.T.S C.A.R.E.R.S A.I.M.S

Carrié¹,

Cruwys²,

Brady³

et al. 2022

Insights Imaging

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The Patient Advisory Group (PAG) of the European Society of Radiology aims to highlight, in this short paper, patients’ expectations from the radiological community and support workers, throughout the patient’s medical imaging journey for completion of diagnostic or interventional examinations. In order to maintain constant awareness of patients’ expectations, key expectations have been summarised in an easy-to-remember mnemonic: PATIENTS CARERS AIMS.Due to disparate healthcare systems and medical imaging services in Europe, not all patient expectations can be systematically met, but healthcare providers should be mindful, when setting up new operational procedures, of the need to focus on patient-centred needs and care. At times when new or improved technology is being introduced, such as artificial intelligence applications, telemedicine, robotisation of interventional procedures and digitised records, the impact on radiologist–patient communication and interactions should be considered.

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Section: During the Course Of The Imaging: Carersmentioning

confidence: 99%

What radiologists need to know about patients’ expectations: P.A.T.I.E.N.T.S C.A.R.E.R.S A.I.M.S

Carrié¹,

Cruwys²,

Brady³

et al. 2022

Insights Imaging

View full text Add to dashboard Cite

show abstract

“…If they can detect an incorrect request, such as the wrong body part, unnecessary contrast, or even the wrong modality, poor utilization of resources and communication, as well as frustration, can be avoided. As they improve, staff members will ask questions less frequently, ensuring that each individual who interacts with a patient during an encounter will significantly improve overall patient "customer" satisfaction [6].…”

Section: Train Peoplementioning

confidence: 99%