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Entries for month: August 2013

Patient Satisfaction - How important is it to your organization?

August 24 2013 by Izzy Ramaswamy

customer-satisfaction-banner

the polite patient

Don’t we all wish we had this guy for a patient. Maybe we could, what measures does your organization take to ensure high quality? Which tool do you use to measure it? does every patient get a survey sent home to fill out? how many are returned, and what do you do with the information? Do you solely really on the HCAHPS scores or is there an independent mechanism? Some could say when it comes to this if your not moving forward your going backwards. Customer satisfaction has become a priority in most all consumer industries, not just healthcare. Here is a good article: From Bad to Great: How One Radiology Department Made the Transition – “Until a short time ago, Advocate Condell Medical Center (ACMC) in Libertyville, Illinois, was in the bottom quartile in customer satisfaction. Its growth was stunted, at best, and annual losses of $50 million had become the norm. The radiology department was a shambles…” -by Julie Ritzer Ross on November 06, 2012.

In our health system, Patient Satisfaction has been measured for more than a decade through Press Ganey but that is only half the battle. We also survey the staff and the physicians separately each year . These scores impact our leadership from front line managers to executives financially as a percentage of tiered performance based merit or bonus. The data does surmise that all these measures add up to increased customer satisfaction but there is another piece of the puzzle – Service Recovery; The right words at the right time. “When you work with patients and their families, you usually don’t see people at their best. Anxiety, fear, grumpiness or pain may cause them to say things that they ordinarily wouldn’t say. The question is: when it happens to your employees, do you know what they would say in return?” There is plenty of formal education on this available to you including the one referenced here from Media-Partners.com. As most of you have probably noticed; aside from the lack of good coffee and snacks in the waiting room, survey results mostly refer to unreasonable delays, unfriendly staff, and/or lack of updates and information regarding the delays. How is your organization managing this? Is there a formal process for service recovery? Do managers or leadership round on patients in the waiting room or in the pre and post procedure area? should they? We do. We live in a new world of customer expectations, are they being met? . So what are the steps to fix it? Here is a great article on it from the ACHE.org website: Fixing Healthcare Service Failures. All food for thought as we move into a new era of healthcare. As Bill and Ted used to say – “Be Excellent to Each Other”, the rewards are far reaching and not just financial in nature.

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Chapter Update - Miami

August 22 2013 by Izzy Ramaswamy

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After a well deserved rest for the summer, AVIR-Miami (South Florida) Chapter is inviting all Radiographers, current and future members, to our next meeting. Come and spend some quality time with your colleagues. This is a great opportunity to share experiences as well as be part of a great national organization.

We will be fortunate to attend a CE approved lecture from Surefire Medical, Inc. entitled “HEPATIC EMBOLIZATION IN THE TREATMENT OF LIVER CANCER”.

So, mark your calendar for THURSDAY September 12th 2013 at 7:00 pm

Location:

Baptist Cardiac & Vascular Institute

Auditorium-5th Floor SIDE A

8900 North Kendall Drive

Miami, Florida 33176

BHmap

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AVIR 2014 AWARD of EXCELLENCE

August 19 2013 by Izzy Ramaswamy

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Dear AVIR Colleagues

Do you know someone who goes above and beyond the call of duty? Someone who can ease a patient’s concerns, someone you can count on to work toward solutions? Do you admire his/her integrity, work ethic and commitment to the Interventional team? If so, you may know a candidate for the 2014 AVIR Award of Excellence.

To be nominated for this award, a candidate must be an Active AVIR member in good standing for at least one year. This individual must be a dedicated Interventional Radiographer who “goes the extra mile” when dealing with patients and their families, peers, physicians and hospital staff. This individual must maintain a high level of competency and professionalism with the department and hospihal. This individual must also be involved in improvement projects in the hospital setting or your community. An AVIR Award of Excellence candidate must be nominated by a co-worker or peer. The nominating person does not need to be an AVIR member. A candidate may be nominated more than once. Supervisors are also eligible for this award. AVIR Board members and Fellows or Fellow applicants are ineligible for this award.

To nominate an individual for the 2014 AVIR Awatd of Excellence, please download and complete the form and questionnaire. You may also include one letter of recommendation from each of the following: physician, co-worker or peer, and immediate superuisor or radiology director. The AVIR Board of Directors believes that the continued strength of this organization lies within our membership. Thank you for interest and support of this Award of Exellence program. Scan and email it back to us at info@avir.org

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Download Application

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Discussion on Compensation for On Call and Call Back

August 15 2013 by Izzy Ramaswamy

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Hello AVIR members, here is the discussion thread regarding salary and compensation for On Call Time and Call Backs. We are certain you will find the comments interesting. We would love to hear from you all on this subject as well.

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Click Here to View PDF

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