Health Care Delivery Meets Hospitality: A Pilot Study in Radiology

Steele, Joseph R.; Jones, A. Kyle; Clarke, Ryan K.; Shoemaker, Stowe

doi:10.1016/j.jacr.2014.10.008

Cited by 39 publications

(31 citation statements)

References 12 publications

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“…Second, we examined "soft" EBD attributes that do not require extensive capital 10 investment and physical renovation, and are feasible for many hospitals to incorporate into their 11 design without breaking the bank. Thus, we are not recommending that hospitals design a lavish 12 environment at the expense of a guest-centric service culture; rather, the two must complement 13 each other in creating a better patient experience (Steele et al, 2015). Our study emphasizes the 14 need for pragmatic product and service design elements that "tangibalize the intangible" (Pizam, 15 2015b Table 3, this combination represents the maximum utility derived by respondents.…”

Section: 150) 12mentioning

confidence: 92%

Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

Suess

2017

International Journal of Hospitality Management

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Section: 150) 12mentioning

confidence: 92%

Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

Suess

2017

International Journal of Hospitality Management

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“…It is crucial for a QS program to investigate and address the needs of the two groups the practice serves: its patients and referring clinicians. While pa-tients expect high-quality images and interpretation, their reflections on their experiences in a radiology department focus overwhelmingly on staff behavior and communication, as well as staff timeliness, patient comfort and safety, and practice cleanliness (45)(46)(47). Similarly, referring clinicians expect highquality imaging and accurate interpretation, but reflections on their experiences also include the finer details of reporting quality, communication, and accessibility.…”

Section: Prioritizing Patient and Referring Clinician Experiencesmentioning

confidence: 99%

Creating a Radiology Quality and Safety Program: Principles and Pitfalls

et al. 2018

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All radiology departments are now expected to create organized and comprehensive quality and safety (QS) programs. No matter the department size, there are fundamental principles that should be at the core of each program. "Just culture" and culture of safety are essential principles in establishing effective programs. Physician leaders of QS programs must involve stakeholders, define program goals, and develop an effective program structure. QS programs should establish reliable quality assurance and patient safety systems. Integrating continuous quality improvement and learning into the department and prioritizing patient and referring clinician experiences will enhance outcomes. Physician QS leaders will face common obstacles in program development and management. Heightened awareness of these obstacles and understanding potential solutions will help programs succeed. Leveraging resources offered by professional societies and engaging in radiology QS community networks will provide ongoing support for program leaders.

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“…Thus, research on patient experience has drawn much attention from academics and industry alike (Steele, Jones, Clarke, & Shoemaker, 2015). Literature in healthcare has provided findings concerning the impacts of the healthcare environment on the satisfaction and behavioral intentions of patients.…”

Section: Introductionmentioning

confidence: 99%

The influence of hospitable design and service on patient responses

Suess

Mody

2017

The Service Industries Journal

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A study of 216 respondents examined a medical center environment's influence on patient responses. A stimulus-organism-response (S-O-R) model was adapted to the theory that more hospitable healthcare servicescape elements will affect patients' overall satisfaction, loyalty behaviors, and willingness to pay out-of-pocket expenses. Servicescape elements included atmospherics of the healthcare environment, service delivery by healthcare staff, physical design of the healthcare environment, and wayfinding. Results of structural equation modeling confirmed that four servicescape elements-atmospherics, service delivery, and physical design and wayfinding-had a significant impact on patients' overall satisfaction with the healthcare experience. Furthermore, overall satisfaction with the healthcare experience predicted patients' loyalty intentions and willingness to pay out-ofpocket expenses for healthcare services. The study makes a significant contribution to the empirical modeling of patients' behavioral responses to hospitable healthcare environments.

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Health Care Delivery Meets Hospitality: A Pilot Study in Radiology

Cited by 39 publications

References 12 publications

Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

Hospitality healthscapes: A conjoint analysis approach to understanding patient responses to hotel-like hospital rooms

Creating a Radiology Quality and Safety Program: Principles and Pitfalls

The influence of hospitable design and service on patient responses

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