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Radiology Customer Service and Environmental Health
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Radiology Customer Service and Environmental Health
Radiology Customer Service and Environmental Health
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1
Question
What is environmental health as defined in the HealthCare Environment outline?
Answer
Aspects of health determined by environmental factors.
2
Question
List settings included in the Health Care Environment section.
Answer
Hospitals, clinics, mental health facilities, long-term care, hospice, outpatient care, preventive care, home health, telemedicine.
3
Question
What is the primary focus of environmental health according to the text?
Answer
Assessing, correcting, controlling, and preventing environmental factors that affect health.
4
Question
Why is customer service emphasized in radiology according to the outline?
Answer
Radiology is expensive and patient service quality is essential.
5
Question
Who are considered customers in the radiology context?
Answer
Patients, families, physicians, community members, inside customers (departments, coworkers, radiologists), and suppliers.
6
Question
What are the top two factors patients consider when choosing a hospital, based on the survey?
Answer
Latest technology/equipment and courtesy of staff.
7
Question
What should you not assume about patients from other cultures when interacting?
Answer
Their concepts about health, illness causes, or prevention.
8
Question
What are several tips for communicating with limited English-speaking patients?
Answer
Speak slowly, use gestures/pictures, watch body language, avoid difficult words, organize info, rephrase often.
9
Question
Define ‘moments of truth’ in patient care.
Answer
Points where patients form perceptions of service quality and care.
10
Question
What factors influence moments of truth besides the service itself?
Answer
Physical appearance of the work area, technologist appearance, professional behavior.
11
Question
What is the purpose of the Customer Service Cycle in radiology?
Answer
To manage the patient’s total experience and deliver quality service.
12
Question
How should a radiographer handle different patient situations to avoid sounding like a recording?
Answer
Use multiple approaches tailored to each patient and exam.
13
Question
List the eight steps in the Process when Performing an Examination.
Answer
Introduce self, instruct dressing, take to room, obtain history, explain exam, introduce radiologist, perform exam, release patient.
14
Question
What is the recommended telephone etiquette when answering a call in Radiology?
Answer
Answer within 3 rings, use professional greeting, speak clearly, use caller’s name, ask permission to hold, thank after hang-up.
15
Question
What is the first step in processing an examination as per the outline?
Answer
Introducing self to the patient.
16
Question
Why is it important to manage the telephone system efficiently in radiology?
Answer
To properly use functions like transferring and to maintain professionalism.
17
Question
What does the term ‘outside customers’ refer to in this context?
Answer
Patients, family, physicians, and community members.
18
Question
What does ‘inside customers’ mean in the radiology setting?
Answer
Members of other departments, coworkers, radiologists.
19
Question
How does the outline define environmental health’s relation to future generations?
Answer
It involves preventing factors that can adversely affect health of future generations.
20
Question
What is highlighted as a key element of the service industry in radiology?
Answer
Awareness of surroundings to understand the technologist role.
21
Question
What is the role of patient satisfaction surveys?
Answer
To understand public perceptions and guide service improvements.
22
Question
What is the significance of not being put off by a patient avoiding eye contact?
Answer
Don't make assumptions about their understanding or questions.
23
Question
Which facility types are included under ‘Hospice’ and ‘Home health care’ within the health care environment?
Answer
Hospice and home health care are separate settings included in the environment.
24
Question
What is the meaning of ‘quality management’ in radiology?
Answer
Systems and processes to ensure high-quality service.
25
Question
How should one handle if a caller asks for a transfer to another department?
Answer
Explain the transfer process clearly and place the call if appropriate.
26
Question
What is the relationship between self-image and quality of care?
Answer
Quality care is related to self-image, self-esteem, self-confidence, and values.
27
Question
What is the suggested approach when a patient speaks a different language?
Answer
Be formal, patient, and respectful of cultural differences.
28
Question
What is the role of the radiographer during the examination process?
Answer
Guide the process, introduce the radiologist, and explain the examination.
29
Question
What is one recommended strategy for dealing with diverse patient interactions?
Answer
Avoid assuming patient health beliefs; communicate clearly.
30
Question
Why are patients and families encouraged to use a complaint system?
Answer
To address concerns and improve service quality.