Mass General Hospital - Department of Radiology - RCSC
Service Expectations

Dress Appropriately
Make Immediate Contact with the Patient
Practice Effective Listening Skills
Offer Direction to Patients
Give Closure to Each Interaction
Inform Patients of Any Delays
Respect Patient Confidentiality



Dress Appropriately
  • Follow the Radiology Dress Code.
  • Always wear your hospital ID badge where it is clearly visible.



Make Immediate Contact with the Patient

  • Each employee is accountable for a positive first impression.
  • The patient should not have to address the employee first.
  • Give the patient a standard greeting.
    For example:     "Good morning, may I help you?"
  • Always address the patient as Mr., Mrs., or Ms.
  • If you are on the telephone or unable to greet the patient verbally, immediately establish eye contact and gesture to the patient that their presence is acknowledged and you will be assisting them soon.


"A welcoming employee can be the most pleasant part of a medical visit."

Present a Courteous and Caring Demeanor
  • Establish eye contact.
  • Maintain positive body language and good posture.
  • Use a pleasant and genuine tone of voice.
  • Present a courteous facial expression. SMILE!
  • Consumption of food or drink while performing these duties is unacceptable.

"You are what people see when they arrive here."


Practice Effective Listening Skills

  • Establish eye contact.
  • Maintain positive body language and good posture.
  • Allow the patient to express themself without interruption.
  • Acknowledge your understanding by paraphrasing back to the patient if necessary.



Offer Direction to Patients

  • Always speak courteously using phrases such as: "Please," "Thank you", and "You’re welcome".
  • Deliver any message or directions clearly.
  • Ensure that the patient understands the directions.
    For example: "    Are the directions clear?" - "Do you have any other questions?"
  • Courteously repeat the directions if necessary.
  • Exhaust all avenues to ensure that the patient’s needs are met.
  • Escort the patient to another area if necessary, or make a telephone call for them if they feel it is important.

"Imagine that you are the patient. How would you like to be treated?"


Give Closure to Each Interaction

  • After completing the conversation with the patient and you are certain that they understand what to do next, you should close the conversation in a courteous manner.
  • Use a pleasant remark.
    For example: "    You are all set Mrs. Johnson, have a nice day".
  • Ask the patient to come back to you with any additional questions. This will make the patient comfortable to approach you again.



Inform Patients of Any Delays

  • Keeping patients informed is a responsibility that must be shared by all members of the Department of Radiology including: Technologists, Nurses, Image Service Representatives, Radiology Service Representatives and Physicians.
  • Always inform patients of any delays by communicating information to them.
    For example:
    "I need to inform you that the schedule is delayed by approximately thirty minutes."
  • If you are aware of the reason for the delay, explain it to the patient.
    For example:
    "Due to the number of patients ahead of you, you should expect to wait about thirty minutes."
  • Offer alternatives to a waiting patient.
    For example:
    1. "Would you like to have your blood work done while you are waiting?"
    2. "Would you like to go for a cup of coffee?"
    3. "If you would like, we can escort you to another area in Radiology where the wait may not be as long."
  • Always acknowledge the inconvenience and thank patients for their understanding.
    For example:     "We apologize for the inconvenience and appreciate your patience."
  • Physicians who hold leadership positions must make an effort to observe reception areas to understand the daily workflow.



Respect Patient Confidentiality

  • Do not underestimate a patient’s awareness of his/her surroundings. As patients are waiting for their names to be called, they are very aware of what you say and do.
  • Always display appropriate sensitivity regarding patient information.
  • Use a low tone of voice when questioning patients about their history.
  • Bring the patient to a private area if sensitive information must be discussed.
  • Always adhere to the established MGH Patient Confidentiality Guidelines.