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) analyze factors contributing to queue formation; (2) improve processes to reduce service times; (3) reduce variability; (4) address the psychology of queues.
Original language | English (US) |
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Pages (from-to) | 1481-1488 |
Number of pages | 8 |
Journal | Journal of the American College of Radiology |
Volume | 14 |
Issue number | 11 |
DOIs | |
State | Published - Nov 2017 |
Keywords
- Queue
- process improvement
- variability reduction
- wait time
ASJC Scopus subject areas
- Radiology Nuclear Medicine and imaging