title: Using Quality Improvement Methods to Improve Patient Experience.
abstract: Patient experience is an important component of the overall medical encounter. This paper explores how patient experience is measured and its role in radiology, including its impact on clinical outcomes and reimbursement. Although typically applied to safety and clinical outcomes, quality improvement methodology can also be used to drive improvement efforts centered on patient experience. Applying an established framework for patient-centered care to radiology, this paper provides a number of examples of projects that are likely to yield significant improvement in patient satisfaction measures.
authors.affiliation: Russell H Morgan Department of Radiology and Radiological Science, Johns Hopkins University, Baltimore, Maryland. Electronic address: jjense22@jhmi.edu.
authors.forename: Jeff D
authors.initials: JD
authors.lastname: Jensen
authors.affiliation: Johns Hopkins Health System, Baltimore, Maryland.
authors.forename: Lisa
authors.initials: L
authors.lastname: Allen
authors.affiliation: Johns Hopkins Health System, Baltimore, Maryland.
authors.forename: Robert
authors.initials: R
authors.lastname: Blasko
authors.affiliation: Johns Hopkins University School of Medicine, Baltimore, Maryland.
authors.forename: Paul
authors.initials: P
authors.lastname: Nagy
mesh_terms: D017146:Models, Organizational; D009937:Organizational Objectives; D010348:Patient Care Team / Q000458:organization & administration; D010358:Patient Participation / Q000379:methods*; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000458:organization & administration*; D010817:Physician-Patient Relations; D058996:Quality Improvement / Q000458:organization & administration*; D011871:Radiology / Q000458:organization & administration*; D011872:Radiology Department, Hospital / Q000458:organization & administration; D014481:United States
keywords: Radiology; clinical outcomes; patient experience; patient satisfaction; quality improvement