CHAPTER 1 On completion of this chapter, you should be able to: • Explain the importance of having a thorough understanding of the technical aspects of radiologic technology. • Name the sources of information that most patients use when choosing a hospital. • List the inside and outside customers served by the health care facility. • Discuss the variety of diversity among patients. • Describe quality care from the patient’s perspective. • List high-tech and high-touch aspects of health care. • Explain what is meant by a moment of truth. • Outline a customer service cycle for a radiologic examination. • List ways to enhance telephone conversations. • Be able to use the conflict resolution model in customer service and in high-stress situations. FIGURE 1-1 Human concern and empathy, combined with high-quality service, provide total patient care. The day-to-day practice of radiography is complex. Many new and interesting terms, examinations, and relationships must be learned. Chapters 8 through 11 in Part II introduce terminology, equipment, examinations, and radiograph production. These topics are immediately encountered on entering the clinical phase of the educational program; therefore they are presented here to begin to give you a working knowledge of what is happening in the radiology department. Your early clinical rotations will mean more to you if you already have a grasp of the imaging environment. Your studies in health care will include further discussion of diversity, including Chapter 12 of this text. However, some basic considerations should be added to your radiography practice to help you shape your approach to those of diverse backgrounds. Incorporating the key points in Box 1-1
Introduction to Quality Customer Service
Overview
Patient’s perspective
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