Who’s Confused? Angry Patients or Physicians?

August 17, 2011
67 Views

Radiology practices don’t like having angry patients, according to AuntMinnie:

Patient dissatisfaction is a recurring problem for radiology administrators and imaging providers, and one that can cause disruption, thus wasting a practice’s precious time.

Indeed!

Radiology practices don’t like having angry patients, according to AuntMinnie:

Patient dissatisfaction is a recurring problem for radiology administrators and imaging providers, and one that can cause disruption, thus wasting a practice’s precious time.

Indeed!

But luckily a speaker at a recent conference is prepared with a diagnosis and solution. According to FrogDog’s Leslie Farnsworth, the reasons patients get angry are (in order of prevalence):

  • Confusion (50% of respondents)
  • Wait time (21%)
  • Billing mistakes
  • How they are treated by staff
  • Cost of a procedure

I found it funny that these conclusions on patient anger were drawn from a survey of physician practices rather than from patients. Must have been easier and cheaper than going to the source. A more interesting approach would have been to compare the perceptions of patients with those of practices. Nevertheless, the solutions Farnsworth offers to address patient confusion and improve communications are sensible, if a bit paternalistic:

  1. Explain to the patient in simple turns what to expect
  2. Disarm the patient –tell them directly they’re going to have to wait a long time or have a lousy experience
  3. “Co-build the solution” by asking patients to express their desires
  4. “Postsell” the solution by confirming the plan with the patient

Speaking of confusing, the address was delivered at the AHRA conference. I looked up AHRA to find out what it stood for and found the Association for Medical Imaging Management. Hmm. I looked back on their history and found that their original name was the American Hospital Radiology Administrators, Inc., which at some point became American Healthcare Radiology Administrators. Funny that they changed the name but not the acronym.


You may be interested

Where Is The Balance? Pushing Back Against Consumer Health Tech
eHealth
3 views
eHealth
3 views

Where Is The Balance? Pushing Back Against Consumer Health Tech

Larry Alton - August 18, 2017

When Republican Congressman Jason Chaffetz glibly remarked that Americans struggling to afford insurance should choose between that and their smartphones,…

What to Look for in Patient Solutions Software
eHealth
365 views
eHealth
365 views

What to Look for in Patient Solutions Software

Robert Cordray - August 17, 2017

The medical sector is one area where technology has had a significant impact, largely by providing tools that simplify many…

Can Natural Remedies Like RediCalm Decrease Stress and Anxiety?
Wellness
2 views
Wellness
2 views

Can Natural Remedies Like RediCalm Decrease Stress and Anxiety?

Ryan Kh - August 16, 2017

According to research from the National Institute of Mental Health, anxiety disorders are the most common mental illness in the…