Apart from the challenges related to image volume explosion and
infrastructure, healthcare organizations are also struggling with quality concerns, both from patients
A study to better understand a patient’s perspective on healthcare in
found that one
in five patients felt the quality of care was less than good
.⁸ With such dissatisfaction providing a nudge, it’s not surprising that quality concerns surrounding
patient care and patient satisfaction accounted for the top two and three priorities of CIOs,
according to a HIMSS study.⁹ As such, the need to address quality is non-negotiable.
The many ways of looking at quality of care make it difficult to
measure how well health systems are doing and which types of quality should take priority. Healthcare
organizations, for example, are finding that they need to address quality in both an objective and
subjective manner. The need to report on hard measures such as low report turnaround time and clinical
outcomes has never been greater. In light of the many value-based care initiatives that have been
introduced in recent years, reporting on such quality measures could even have a potential impact on
Providing patient-friendly care
At the same time, healthcare organizations need to consider more
quality measures, especially when looking at the overall patient care experience. Radiology has become
a very competitive market, where patients are increasingly making their own decisions, such as
tradeoffs between convenience, price and perceived quality.
Many aspects of the patient experience cannot be tied to objective
measures and, instead, are linked to factors such as convenient scheduling, appointment reminders,
access to images and reports, as well as seamless collaboration among reading and referring
To address such situations, healthcare organizations are looking for
better connect patients, clinicians and the healthcare system. Patients want to communicate with
healthcare organizations in the same way they interact with retail establishments and banks—through
computers and smart devices.
Such quality concerns often prompt organizational leaders to
their progress by asking questions. Is the organization struggling to deliver care? Are the best
experts assigned to the proper studies? Were all the stakeholders able to collaborate on the case? Are
patients receiving services in a consumer-friendly manner?
8. “Patients’ Perspective on Healthcare in the United
States”, NPR, Robert Wood Johnson Foundation, February 2016.
9. HIMSS Leadership and Workforce Survey, 2017.