The purpose of this session is to promote patient-centered care in radiology. Emerging payment models are increasingly linking measures of quality and value to radiologists' reimbursement. Such shifts are in turn impacting radiologists' routine daily practice. Indeed, a key metric that has taken hold within the realm of alternative payment models is patient satisfaction. For example, HCAHPS survey results regarding patients' perceptions of hospital care comprise a primary domain in Medicare's Value Based Purchasing system, and patient satisfaction scores are made publicly available on Medicare's Hospital Compare website. Accordingly, radiologists are increasingly called upon to engage patients in ways that enhance the patient experience and improve patient satisfaction. One challenge in maximizing the patient experience is the abstract and real-time nature of patient interactions, involving a large number of different patients and providers, with shifting external factors. Ultimately, optimizing this experience entails development and promotion of communication skills among radiologists. Didactic lectures or other traditional 'passive' educational approaches are sub-optimal in fostering such skills. Rather, case-based interactive discussions, as well as reflective learning, have previously been shown to be active approaches that offer an effective means of development of communication and patient service skills. This session will comprise a series of small group discussions among attendees to reflect upon video-based scenarios in patient encounters and communication in radiology. Experienced group facilitators will manage the conversations. The scenarios and discussions are intended to be lively and engaging of the audience, leading to individual reflection that subsequently can be applied by participants when they return to their practices.
Explain the role of patient satisfaction in influencing radiology payment and practice models.
Explain how to appropriately handle challenging patient scenarios that arise in a radiology practice
List ways to maintain positive and effective communications with patients.