QI: Satisfaction All Around! Providing a Better Experience for Patients, Providers, and Radiology Staff | Domain: Customer Satisfaction (2022)-T1-CNPM14-2022

Video Transcription

Video Summary

The discussion focuses on the significance of patient satisfaction in healthcare, specifically radiology, exploring methods to measure and improve it while addressing potential issues. Patient satisfaction is linked to the quality of care and can influence outcomes and reimbursements, yet it may lead to undesired practices, such as opioid overuse. The presentation compares healthcare satisfaction measurement to business metrics, emphasizing tools like HCAHPS for standardized, patient care evaluation.<br /><br />Analyzing patient satisfaction requires understanding local data, demographics, and practice-specific considerations. Factors such as age, with younger patients generally showing less satisfaction, and modality, with mammography rated higher than MRI, impact satisfaction levels. Aspects like communication, empathy, and reduced wait times are crucial in enhancing satisfaction.<br /><br />The presenter emphasized that communication is key across different interactions in radiology, from responding to patient needs to managing inter-departmental dynamics. Initiatives like improving telephone interaction protocols, fellow onboarding, and engagement activities have positively influenced radiology environments. The role of empathy, communication, and efficient service processes significantly enhance patient and colleague satisfaction, demonstrating that simple interpersonal improvements can effectively elevate overall patient experiences.

Keywords

patient satisfaction

healthcare

radiology

quality of care

HCAHPS

communication

empathy

wait times

service processes