Department of Radiology, Cincinnati Children's Hospital Medical Center, 3333 Burnet Ave., ML 5031, Cincinnati, OH 45229, USA.
AJR Am J Roentgenol. 2011 Jan;196(1):W48-51. doi: 10.2214/AJR.10.4240.
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.
放射科与临床医生之间对急性或危急结果的沟通一直是许多放射科的不足之处。未能进行或记录这些沟通可能导致患者护理不佳、患者安全问题、医疗法律问题以及临床医生的投诉。为了减轻这些因素的影响，我们创建并将一种沟通和记录工具纳入了我们的部门客户服务计划。本文将描述在医院放射科实施全面客户服务计划的情况。
放射科创建了一个全面的客户服务计划。聘请了客户服务代表接听放射科阅片室的电话，并帮助传达放射科结果。然后，放射科医生、临床医生和客户服务代表通过一个新颖的工作流程管理系统联系在一起。该工作流程管理系统为帮助满足每个群体的沟通需求提供了工具。自工作流程管理系统实施以来，记录了传达结果的研究数量。
自 2005 年 8 月 1 日实施工作流程管理系统至 2009 年 6 月 1 日，向临床医生传达并记录了 116844 份放射科结果，占这段时间内进行的 828516 例放射科检查的 14%以上。
我们成功创建了一个全面的客户服务计划，以传达和记录放射科结果的沟通情况。自成立以来，该计划一直被临床医生和放射科医生广泛使用。
