Title

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

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

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