Creating a Comprehensive Customer Service Program to Help Convey Critical and Acute Results of Radiology Studies

Department of Radiology, Cincinnati Children's Hospital Medical Center, 3333 Burnet Ave., ML 5031, Cincinnati, OH 45229, USA.
American Journal of Roentgenology (Impact Factor: 2.73). 01/2011; 196(1):W48-51. DOI: 10.2214/AJR.10.4240
Source: PubMed


Communication of acute or critical results between the radiology department and referring clinicians has been a deficiency of many radiology departments. The failure to perform or document these communications can lead to poor patient care, patient safety issues, medical-legal issues, and complaints from referring clinicians. To mitigate these factors, a communication and documentation tool was created and incorporated into our departmental customer service program. This article will describe the implementation of a comprehensive customer service program in a hospital-based radiology department.
A comprehensive customer service program was created in the radiology department. Customer service representatives were hired to answer the telephone calls to the radiology reading rooms and to help convey radiology results. The radiologists, referring clinicians, and customer service representatives were then linked via a novel workflow management system. This workflow management system provided tools to help facilitate the communication needs of each group. The number of studies with results conveyed was recorded from the implementation of the workflow management system.
Between the implementation of the workflow management system on August 1, 2005, and June 1, 2009, 116,844 radiology results were conveyed to the referring clinicians and documented in the system. This accounts for more than 14% of the 828,516 radiology cases performed in this time frame.
We have been successful in creating a comprehensive customer service program to convey and document communication of radiology results. This program has been widely used by the ordering clinicians as well as radiologists since its inception.

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    • "Despite the imperative of good communication to avoid medical errors, it does not always occur. Inadequate communication of critical results is the cause of the majority of malpractice cases involving radiologists in the USA [9]. The Joint Commission reported that up to 70% of sentinel medical errors were caused by communication errors [10]. "
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