Learning objectives
1.
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.
Background
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,
managing,
adjusting,
and innovating to keep pace with market,
customer,
technology,
and scientific change.
Who is our healthcare consumer?
How do they interact with our services?
To be able to provide exceptional patient care,
not only must we know who our customers are,
but also what they...
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,
patients,
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 Leadership
Management interviews reinforced themes
“What...
Conclusion
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 onmonitoring performance to maintain accountability. ( Fig. 13 )
Ultimately,
westrive asradiology service providers to move towards a trusted partnershipwith patients ( Fig. 14 ) by joiningthem at the start of their imaging journey and partnering with them throughout...
Personal information
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
[email protected]
[email protected]
References
Patti JA,
Berlin JW,
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,
Weinreb JC,
Ellenbogen PH,
Patti JA,
Hillman BJ.
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,
Pandharipande PV,
Salazar GM.
Developing a patient-centered radiology process model.
J Am Coll Radiol 2016;13(5):510–516.
Rosenkrantz AB,
Pysarenko K.
The service encounter in radiology:...