Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
8823447 | Journal of the American College of Radiology | 2017 | 8 Pages |
Abstract
As health care shifts toward patient-centered care, wait times have received increasing scrutiny as an important metric for patient satisfaction. Long queues form when radiology practices inefficiently service their customers, leading to customer dissatisfaction and a lower perception of value. This article describes a four-step framework for radiology practices to resolve problematic queues: (1)Â analyze factors contributing to queue formation; (2) improve processes to reduce service times; (3) reduce variability; (4) address the psychology of queues.
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Authors
Vilert A. MD, MMM, Richard L. MD, Robert MBA, Joseph R. MD, MMM, Donald F. MD, MBA, Stowe PhD,