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Key Behaviors of Patient-facing Employees
VIDEO: Radiology facilities are increasing their focus on patient satisfaction. Consultant Jamie Verkamp discusses qualities of patient-facing employees.
As reimbursements decline and imaging facilities look at new profit models, an emphasis on patient satisfaction is on the rise.
“We have to focus and really put an effort in to deliver an experience for our patients,” said Jamie Verkamp, managing partner at (e)Merge Medical Marketing Consultants. It’s especially important to consider patient satisfaction now that reimbursements are tied to patient satisfaction scores, she added in an interview at the recent AHRA 2013 annual conference.
To boost those scores, Verkamp said facilities should start by examining the behaviors of patient-facing employees. She stressed the importance of ensuring imaging centers employ the right people with the right characteristics in the right positions.
“Skills can be taught,” she said, “but behaviors are hard to change.”
In this video, Verkamp shares what she considers to be the top three qualities of patient-facing employees, along with some advice for leaders on how to cultivate those behaviors.
The Reading Room: Artificial Intelligence: What RSNA 2020 Offered, and What 2021 Could Bring
December 5th 2020Nina Kottler, M.D., chief medical officer of AI at Radiology Partners, discusses, during RSNA 2020, what new developments the annual meeting provided about these technologies, sessions to access, and what to expect in the coming year.
A Victory for Radiology: New CMS Proposal Would Provide Coverage of CT Colonography in 2025
July 12th 2024In newly issued proposals addressing changes to coverage for Medicare services in 2025, the Centers for Medicare and Medicaid Services (CMS) announced its intent to provide coverage of computed tomography colonography (CTC) for Medicare beneficiaries in 2025.
Study: Use of Preoperative MRI 46 Percent Less Likely for Black Women with Breast Cancer
July 11th 2024In the study of over 1,400 women with breast cancer, researchers noted that Black women with dense breasts or lobular histology were significantly less likely to have preoperative MRI exams than White women with the same clinical characteristics.
