The use of a patient advocate to improve the experience in pediatric radiology
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MINISYMPOSIUM: PATIENT EXPERIENCE IN PEDIATRIC RADIOLOGY
The use of a patient advocate to improve the experience in pediatric radiology Bernadette L. Koch 1 & Dianne M. Hater 1 & Brian D. Coley 1 Received: 21 April 2020 / Revised: 22 June 2020 / Accepted: 17 July 2020 / Published online: 15 September 2020 # Springer-Verlag GmbH Germany, part of Springer Nature 2020
Abstract There is increasing emphasis on improving the patient experience with a shift to patient- and family-centered care throughout all areas of health care. In 2013, the American College of Radiology launched Imaging 3.0, an initiative aimed at encouraging and enabling radiologists to work on culture change to increase focus on appropriateness, efficiency, quality, safety and patient satisfaction. Many groups have subsequently used these and other tools to improve the overall patient experience, focusing on the entire imaging journey to include initial order placement, registration in the department, image acquisition, departure from the department, and how and when the patient and family receive the imaging results. In our department we have used multiple strategies and have applied quality-improvement methods and patient/family-centered care models to improve quality, safety and the patient experience. Most of these efforts have included team members across the department, including radiologists, technologists, quality-improvement personnel, managers and nurses. In addition, for the last 12 years, a key member of these teams has been our patient and family advocate (PFA). We describe the important role that a PFA can play in improving the patient and family experience in pediatric radiology. Keywords Children . Family advocate . Patient advocate . Patient experience . Radiology
Introduction Over the last 10 years, there has been an increased emphasis on improving patient experience in the radiology department, in part related to value-based incentive programs by both the federal government and private payers, but also because improving our deficiencies in patient experience is the right thing to do. We have always sought to take the best possible care of our patients with respect to obtaining quality images and rendering an appropriate diagnosis and report, but radiologists are increasingly focusing more effort on improving the overall patient experience, from the time patient imaging is ordered to the time when patients receive their imaging results. In 2013, the American College of Radiology (ACR) launched a strategic initiative called Imaging 3.0. This initiative and accompanying
* Bernadette L. Koch [email protected] 1
Department of Radiology, Cincinnati Children’s Hospital Medical Center, 3333 Burnet Ave., Cincinnati, OH 45229, USA
toolkit were the beginning of an ongoing effort to encourage and enable radiologists to increase their focus on outcomes, appropriateness, efficiency, quality, safety and satisfaction [1]. In addition to these tools, quality-improvement methods and patient-centered care models are being used in many depa
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