MDNews - Minnesota

SPECIAL FEATURE ofImage IN TODAY'S HEALTH CARE INDUSTRY, WITH EXPANDING CHOICES FOR PATIENTS, CUSTOMER CARE CAN BE JUST AS IMPORTANT AS THE CLINICAL CARE A PRACTICE PROVIDES. AS DEMONSTRATED BY THE RESULTS OF A SURVEY THAT HAS BEEN RUNNING SINCE MAY 2011, ST. PAUL RADIOLOGY IS RECEIVING HIGH MARKS IN PATIENT SATISFACTION TO MATCH ITS EXPERTISE IN SUBSPECIALTY IMAGING AND RADIOLOGY SERVICES. BY UTILIZING THE ONLINE software tool Survey Monkey, St. Paul Radiology has gathered key information from patients regarding their recent visits to any of the practice's East Metro locations. The results of the e-mail survey have demonstrated consistent excellence: Of the more than 7,000 patients who responded, 98% were very pleased with the care they received. "For years, we've communicated the importance of putting our patients first, but now we have the data to back it up," says Michael Madison, M.D., President and CEO of St. Paul Radiology. "At times, medical imaging can be scary if it's a computed tomography (CT) scan looking for answers to a specific symptom or a magnetic resonance imaging (MRI) scan or X-ray for a sports-related injury. We try to ensure each patient's experience with us — whether it is 5 minutes or one hour — is the best it can be." 10 | Twin Cities MD NEWS s MDNEWS.COM From left: Drs. Martin J. Asis, Peter B. Wold, Susan M. Truman, Richard N. Aizpuru and Michael T. Madison The Data Report Card To capitalize on the advantages of modern technology, St. Paul Radiology reaches out electronically to patients via e-mail one day following their appointments. The survey covers key aspects of the visit, including the process of scheduling appointments, the manner in which patients were greeted upon arrival to one of the six St. Paul Radiology locations, the care they received and the way it was delivered, and the staff providing the care. As John Messerschmidt, Director of Practice Development at St. Paul Radiology, explains, the practice designed the survey with straightforward questions so as not to take up more than two minutes of the patient's time. He also adds that the decision to send the survey out just one day after a patient's visit was deliberate and has proved to be an effective method of gathering information when it's relevant and fresh in the patient's mind. Historically, patient satisfaction questionnaires of this kind receive a 1% to 5% response rate. St. Paul Radiology has seen 35% — and sometimes closer to 40% — of its patients return completed surveys. "Our patients are in a very unique position to offer us valuable feedback to help guide our ongoing quest to improve the patient experience," says Messerschmidt. "The patients bring great perspective and insight when utilizing our imaging centers." The data received from the surveys is reviewed and analyzed on a daily basis. If necessary, the real-time data can be used to modify operational issues in a more efficient manner. Currently, patient feedback suggests that St. Paul Radiology is consistently achieving a high level of satisfaction. Messerschmidt explains that the practice has not needed to fix or change any major issues with patient workflow or in the care environment. However, when future developments — such as launching a new clinical imaging application or a new technology-driven platform — occur, the ongoing patient feedback will facilitate smoother, more effective transitions.

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