iRADiX

It starts with a phone call

Doc, we want to get a pregnancy scan. Do you do it?

Yes, we do ultrasounds. Its our specialty…

Good, but we need to do it fast, cos’ we have a flight to catch.

Let me see what I can do, my schedule is a bit busy right now. You will have to wait a bit. Or you can take another appointment…

No it’s URGENT.. we need to get it done right away. You see we are going to America. We need to get these tests done before we leave.

Okay, let’s see… Yes I think I can squeeze you between two of the appointments. But you need to come with in 15 minutes.

No problem…

Two hours later, a couple turns up at reception...

There are several issues you face day-to-day which are not related to radiology.

First and foremost is dealing with the different types of customers - some who are patient and understanding, some who are edgy, some like to criticize, some are nitpicky about everything.

Dealing with these behavioural eccentricities are part and parcel of being a radiologist. According to me they are two sides of the same coin – being good technically and being good in customer relations.

It would in fact be very easy to just complain and feel let down by the difficult patients.

But how often do we take a little more effort to deal with a difficult patient? How often do we appreciate an understanding customer?

In fact I would request my fellow radiologists to ask themselves these questions and apply them whenever possible –

• · How much of time do we spend towards creating good customer relations?
• · Do we put ourselves in our patient’s shoes and think from their perspective?
• · Do your staff and colleagues take a share in maintaining good customer relationship?
• · Do you greet or wish a patient as soon as you see him/her before doing a scan?
• · Do you introduce yourself to the patient and make a few enquiries about him/her?
• · Do you make eye contact and smile to ensure the customer feels at ease?

. Are we Courteous, say " please " " Thank you " " You are welcome " " I am Sorry "