Mass General Hospital - Department of Radiology - RCSC
patient experience committee work groups

PATIENT TRANSPORT AND RADIOLOGY APPOINTMENT EXPECTATIONS

OBJECTIVE
FACILITATORS
MISSION
FY06-QUARTERLY OBJECTIVE




OBJECTIVE

Focus on specific components of the patient interaction that begins with assessing four segments of the patient experience; before the exam, check in, during the exam, and departure.  Opportunities for enhancements will be identified in all modalities.


FACILITATORS

Barbara Hubley, Kathy Tabor McEwan, Linda Annett, Bert Nagtegaal, Krys Klincewicz


MISSION

Identify and implement measurable service enhancements that improve the patient experience throughout the exam process.


FY06-QUARTERLY OBJECTIVE

Tasks Responsibility Target Quarter
for Completion
Brainstorm ideas to enhance the patient experience RCSC Quarter 1
Identify team members RCSC Quarter 1
Meet with representatives from MGH Patient Transport Team Quarter 2
Review current procedures to request transport assistance Team Quarter 2
Identify units involvement Team Quarter 2
Review new dispatching software in Patient Transport Team Quarter 2
Work with vendor to create and identify password and view screen only options Team Quarter 3
Identify Radiology pilot site (U/S and MRI?) Team Quarter 3
Identify Unit pilot site/s (Ell16 / Wht 8 or 10) Team Quarter 3
Meet with reps involved with pilot and identify expectations Team Quarter 3
Train staff Team and Patient Units Quarter 3
Start pilot Team Quarter 3
Review pilot outcomes Team Quarter 4
Roll out to other areas in Radiology Team Quarter 4




PATIENT EXPERIENCE >> PATIENT EXPERIENCE COMMITTEE WORK GROUPS