title: Antiservice Within the Medical Service Encounter: Lessons for Radiologists Beyond Service Recovery.
abstract: Recent modifications in the metrics for reimbursement have reinforced the importance of radiology service-delivery experiences of patients. Evaluating current radiology practices calls for reflection on the various touch points with patients, as well as their overall satisfaction. If problems occur during encounters, service failure, or lack of satisfactory medical experiences can be transformed through service recovery, whereby patients-as-customers are given chances to voice their concerns, and health care providers across the spectrum can work together to resolve problematic issues. This paper takes a systemic view of the patient experience as embedded in the care continuum, recognizing that different beliefs, attitudes, and behaviors of members of the health care team can negatively affect or sabotage patient satisfaction. Although radiologists are only one of many roles in the care continuum, recommendations are discussed for how they can integrate service satisfaction as a pervasive communal goal among all health care team members.
authors.affiliation: Department of Radiology, Dartmouth-Hitchcock Medical Center, Lebanon, New Hampshire. Electronic address: paul.a.hill@hitchcock.org.
authors.forename: Paul Armstrong
authors.initials: PA
authors.lastname: Hill
authors.affiliation: Villanova School of Business, Villanova University, Villanova, Pennsylvania.
authors.forename: Ronald Paul
authors.initials: RP
authors.lastname: Hill
mesh_terms: D001291:Attitude of Health Personnel; D003266:Continuity of Patient Care; D004502:Education, Medical, Continuing; D005260:Female; D006282:Health Personnel / Q000458:organization & administration; D006801:Humans; D008297:Male; D020380:Needs Assessment; D009936:Organizational Innovation; D017063:Outcome Assessment, Health Care; D010348:Patient Care Team / Q000458:organization & administration*; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011216:Practice Management, Medical / Q000458:organization & administration*; D011871:Radiology / Q000458:organization & administration*; D018570:Risk Assessment; D014481:United States
keywords: Service recovery; antiservice; continuum of care; service failure