From the November 2018 issue of HealthCare Business News magazine
Another opportunity arose in how quickly patients got their results. Some referring physicians wanted radiologists to wait one month before posting imaging results on the hospital’s patient portal. However, the radiologists wanted to post the results almost immediately. We came to a compromise, and now we’re posting the results around the 10-day mark.
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This “Hassle Map” process has made the whole organization more comfortable with, and more open to, honest evaluation in the name of improvement. In fact, it’s the new standard. Across the organization we are committed to working on improving operations for the good of our patients and staff. As pain points come off the work list, hopefully, fewer will appear. But we know we will never be done. Our pursuit of excellence is constant.
The hassle map process is industry agnostic. Your organization isn’t perfect – just as ours isn’t – but with trust and buy-in, you can build out your own hassle map to build a pathway to improvement.
About the author: Dr. Syed F. Zaidi is vice president of clinical operations and growth of Radiology Partners, the largest physician-owned and physician-led radiology practice in the U.S. Prior to joining Radiology Partners, he served as president of Radiology Associates of Canton in Northeast Ohio. Dr Zaidi is heavily involved in leadership roles with the American College of Radiology, including being chair of the Population Health Management Committee of the Patient and Family-Centered Care Commission.
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