2010. By implementing AIDET, patient
satisfaction scores rose by 2.4% and have
remained relatively consistent from that
point on (Figure 2). After administration
saw the huge jump in imaging’s patient
satisfaction scores, AIDET was implemented throughout the entire facility.
Leadership in building a culture
based upon delivering excellent patient
service is needed in today’s environment of Accountable Care Organizations, where CMS quality metrics like
HCAHPS and VBP are tied to reimbursements. All healthcare administrators alike are pressured to make sure
their quality metrics are in line with
Imaging staff need to be constantly
reminded that management expects
patients to be taken care of in a quality
manner. Staff needs to realize that when
they care for a patient it is someone’s
loved one, not just a chest x-ray or head
CT. Everyone on the team needs to be
engaged in delivering patient care. Let
staff see the accomplishments they have
made and where there is room for improvement. Make sure patient satisfaction scores are made visible and available
to everyone. Celebrate successes when
gaols are reached, making sure staff rejoices in accomplishments. Having an
engaged staff is critical in achieving and
sustaining patient satisfaction goals. It all
starts with leadership.
Note that no published scholarly
articles could be found to verify that
an AIDET program is widely successful in improving patient satisfactions
Jason Scott, MBA, CRA is Director Imaging/Cardiac
Diagnostics/Pulmonary/Neurodiagnostics at Witham
Health Services in Lebanon, IN. He volunteers for
AHRA in many capacities, including as a member of
the Radiology;Management Editorial Review Board.
He can be contacted at email@example.com.
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2Hicks JM, Britt B. Management qualities
and their effect on employee satisfaction,
part 2. Radiology Management. 2010;