For hospital or diagnostic imaging managers, one of the critical indicators of success is a smooth department workflow in which the patients are happy, the uptime is impressive, and all the stakeholders are efficient and stress-free (or at least most of the time).
If you want your department to be efficient and patient-centered, the most important thing you need to do is create a system where everyone is accountable for their job. For instance, you need to designate people who will be responsible for ensuring that the patients are reminded a day or two before their scheduled test or a staff who will focus on taking a quick consulting call from a physician.
If you’re having problems like high employee turnover rate, high number of patient “no-shows” downtime, delays, etc., you need to meet with your team and ask for their feedback.
Perhaps you need to add hours to accommodate the growing number of patients? Or maybe improve customer service and communications? Whatever it is, listening to your staff’s input shows that their welfare and opinion matter to you.
Everyone in the team should know how to handle customer complaints and concerns, which is why you need to provide customer service training. It doesn’t have to be exhaustive; just a basic set of communication skills like saying, “I can help you find someone who can address your problem,” rather than telling a patient, “I can’t help you.”
Long waits reduce patient satisfaction and affect your reputation and productivity. As a result, you need to adopt these strategies to avoid this issue:
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