To elaborate the patient experience program at our quaternary hospital and discuss the role of employee engagement (Discovery Process) in improving patient experience scores. 2.
To emphasize the importance of patient journey maps for various diagnostic modalities for an enhanced patient experience.
Over the last few years,
radiology has transitioned from volume-based to value-based care [1,2] and a key component of value-based care is patient experience [3-5].
Designing and delivering a consistent patient experience requires a fine balance of monitoring,
and innovating to keep pace with market,
and scientific change. Who is our healthcare consumer? How do they interact with our services? To be able to provide exceptional patient care,
Findings and procedure details
The Discovery Process ( Fig. 4 ) has four components: 1.
Staff Discovery through One on One Leadership and Subject Matter Expert interviews. Subject Matter Expert interviews Shaped as open dialogue to learn from staff about role,
process “Describe the role you play in caring for our patients.” “What are your patients like?” “What would make your job easier?” Open door drop in times for any staff member Unguided staff driven insights augmented formal interviews Interviews with Senior...
Familiarity with the above patient experience program process can help enhance overall patient experience scores and employee engagement.
It can help set the standard that can evolve into a service optimization model for the department of radiology.
Figure 13 illustrates the repeatable process that also emphasizes on monitoring performance to maintain accountability. ( Fig. 13 ) Ultimately,
westrive asradiology service providers to move towards a trusted partnershipwith patients ( Fig. 14 )...
Questions? Ideas? We'd love to hear from you : Dr.
Ruhani Doda Khera Department of Radiology Massachusetts General Hospital Harvard Medical School Boston,
MA U.S.A Email firstname.lastname@example.org email@example.com
Blumberg AL et al.
ACR white paper: the value added that radiologists provide to the health care enterprise.
J Am Coll Radiol 2008;5(10):1041–1053. Krishnaraj A,
Radiology in 2022: challenges and opportunities in the coming decade: proceedings of the 12th annual ACR forum.
J Am Coll Radiol 2013;10(1):15–20. Swan JS,
Developing a patient-centered radiology process model.
J Am Coll Radiol...