Dear Imaging Center Insider,
According to a presentation by Michael Silver, Ph.D., at the American Healthcare Radiology Administrator's annual meeting earlier this month, imaging service is not about having the latest and greatest technology. Rather, it is about using that technology as a tool to achieve successful outcomes through excellent execution.
In fact, according to Silver, anyone can buy the technology needed for success, but great service and execution are very hard to duplicate. Imaging practitioners all want to provide the best healthcare service and clinical quality to each of their patients. However, establishing excellent service and proving it with results metrics can be problematic.
The reality is that there is no one specific way to provide excellent service, but there is a methodology that enables a practice to map its processes from the patient's point of view. Service blueprinting is a visual portrayal of a service system that is a variation of the process mapping tools used in manufacturing, engineering, and construction.
Unlike these other industries, service blueprinting makes the customer the focus of the mapping process. It looks at every action within an imaging practice as part of the customer experience and how those processes affect the customer, both patient and referring clinician.
To find out more about creating a service blueprint for your imaging center or department, click here. As an AuntMinnie.com Imaging Center Insider, you have access to the article days before the rest of our members.
Finally, if you have a comment or report to share about any aspect of diagnostic imaging center practice, management, administration, regulation, or financing, please contact me at [email protected]. I look forward to hearing from you.
