What Radiology Imaging Leaders Can Learn from the Hospitality Industry to Help Improve Patient Satisfaction
Healthcare leaders can take a lesson from their hospitality counterparts to improve overall patient satisfaction. In the radiology imaging industry, patient feedback can contribute to higher quality of care – and few professionals know more about customer feedback than those within the hospitality industry.
Quality of care is everything in both industries. Nearly 6 percent of a hospital’s Medicare reimbursement is tied to its patients’ quality of care scores. Patient satisfaction has an inverse correlation with medical malpractice risk, and patients who are satisfied with their care are more likely to follow doctors’ orders and therefore have positive outcomes.
In an era when we can view our bank account balance on our phone, ask a digital assistant to find the nearest Thai restaurant, and plug a device into our car to help us save money on insurance, it seems unlikely that patients will continue to accept excuses for providers not having access to their full medical record.
Of course, providers are just as frustrated by their efforts to gain access to health information stored across multiple facilities — or even multiple departments in the same facility.
Editor’s Note: This article by Beth W. Orenstein appears in the July issue of Radiology Today and is reprinted here with permission.
As image and other data needs become more complex, virtualized solutions increasingly protect against real disasters, but many facilities and vendors are not there yet.
Traditionally, data backup and disaster recovery were part of an imaging department’s PACS. As a result, business continuity and disaster recovery tended to be compatible exclusively with that PACS. Fast-forward to 2015 and the need to share and access data across departments has grown exponentially. “When thinking about health care information access needs, there are no ‘four walls’ anymore,” says Tomer Levy, general manager of the workflow and infrastructure in the Imaging and Workflow Solutions business unit of McKesson.
Addressing provider-change fatigue. Determining IT investments. Doing more with less. It’s challenging for healthcare leaders to juggle major decisions and daily management tasks while remaining centered on leadership.
In this interview, Erkan Akyuz, president of Imaging & Workflow Solutions (IWS) at McKesson, shares his perspective on leading healthcare organizations in times of change, including navigating challenges, staying agile to pivot directions when necessary, and utilizing diagnostic imaging.
Q: What would you list as some of the top challenges facing healthcare organizations?
A: Our customers face more challenges than ever due to converging priorities such as massive IT investments, provider-change fatigue, pressures to reduce costs and enhanced care coordination across the continuum.
Ever been working down your inbox and you lose your Wi-Fi connection? Sure, you can still draft emails, but you may lose the ability to send and receive new emails. This is similar to a PACS environment that is not taking advantage of the capabilities in neutral solutions. If the PACS is your laptop, the neutral environment is your laptop with a Wi-Fi connection.
As healthcare leaders consider investing in technology that supports improvements to patient care, it’s important to know how a vendor neutral solution can enhance your PACS and diagnostic imaging department. There are crucial elements to consider; what are the benefits a of a vendor neutral environment and why a traditional PACS isn’t good enough in today’s changing healthcare arena.