Time Is Not on Our Side: How Radiology Practices Should Manage Customer Queues

Authors

V A. Loving, Banner MD Anderson Cancer Center
R L. Ellis, Mayo Clinic Health System
R Rippee, University of Nevada, Las VegasFollow
J R. Steele, University of TexasFollow
D F. Schomer, University of Texas
S Shoemaker, University of Nevada, Las VegasFollow

Document Type

Article

Publication Date

1-1-2017

Publication Title

Journal of the American College of Radiology

Volume

14

Issue

11

First page number:

1481

Last page number:

1488

Abstract

As health care shifts toward patient-centered care, wait times have received increasing scrutiny as an important metric for patient satisfaction. Long queues form when radiology practices inefficiently service their customers, leading to customer dissatisfaction and a lower perception of value. This article describes a four-step framework for radiology practices to resolve problematic queues: (1) analyze factors contributing to queue formation; (2) improve processes to reduce service times; (3) reduce variability; (4) address the psychology of queues. © 2017 American College of Radiology

Language

english

Repository Citation

Loving, V. A., Ellis, R. L., Rippee, R., Steele, J. R., Schomer, D. F., Shoemaker, S. (2017). Time Is Not on Our Side: How Radiology Practices Should Manage Customer Queues. Journal of the American College of Radiology, 14(11), 1481-1488.
http://dx.doi.org/10.1016/j.jacr.2017.06.006