Improving Patient Experience at Your Imaging Clinic

Patient experience in radiology is often overlooked because the scan itself is considered the core service. But the experience surrounding the scan - how easy it was to book, how well-prepared the patient felt, how they were treated on the day, and how clearly the results were communicated - directly affects clinical outcomes and practice reputation.

A patient who doesn't understand what to expect arrives anxious. An anxious patient is more likely to move during an MRI, to be unable to hold still for a CT, or to withhold relevant information during screening. Poor preparation and communication affects image quality.

Beyond clinical outcomes, patient experience drives referrals. In imaging, "word of mouth" includes both direct patient recommendations and the impressions formed by referring GPs - who often hear patient feedback directly.

Patients form their first impression of your clinic before they arrive - during the booking process.

What a good booking experience looks like: • Clear, upfront pricing - patients should know exactly what they'll pay before they arrive • Preparation instructions specific to their scan type, sent automatically • Confirmation with appointment date, time, location, and what to bring • An easy way to reschedule or ask questions without being put on hold

Common problems: • Patients arriving not knowing they needed to fast • Patients wearing underwire bras to an MRI (requires rescheduling) • Patients with undisclosed metal implants not flagged before the MRI room • Patients surprised by an unexpected out-of-pocket cost at reception

All of these problems are addressable with better pre-appointment communication. Automated booking confirmation emails with scan-specific preparation instructions (which Radly sends on your behalf) eliminate most of them.

Imaging anxiety is more common than clinics realise, particularly for MRI (claustrophobia), CT (radiation concerns), and any procedure involving contrast dye.

Practical strategies: • Give patients a virtual tour - a 30-second video of the scanner room and what to expect dramatically reduces day-of anxiety • Call at-risk patients the day before - 2 minutes on the phone for a patient with documented claustrophobia prevents a failed scan and a rescheduled appointment • Display clear instructions in the waiting room - what the scan involves, how long it takes, and that they can stop at any time • Have a dedicated calm induction process - offer music, explain each step before it happens, maintain eye contact and a calm demeanour • Offer open MRI for claustrophobic patients - if you have an open scanner, make sure it's prominently mentioned in your booking information

Patients who felt well-supported during their scan are significantly more likely to return and to refer others.

The waiting room is where patients form their lasting impression of your clinic. A clinical, sterile environment increases anxiety; a calm, welcoming environment reduces it.

Low-cost, high-impact improvements: • Natural light where possible • Plants and comfortable seating • Clear signage so patients know where to go and what to expect • Privacy at reception - patients should not be able to overhear others' personal details • A dedicated area for patients who need to change, away from the main waiting area • Up-to-date reading material or a screen with health education content • Clear communication about wait times - acknowledge delays proactively, don't leave patients wondering

For paediatric patients, a small dedicated children's area with books or a screen makes a disproportionate difference to family experience and repeat attendance.

The scan experience doesn't end when the patient leaves. How results are communicated affects patient perception more than any other single factor.

Best practice: • Let the patient know before they leave how and when to expect their results • Send a brief "your results are ready" notification rather than leaving patients to wonder • Ensure the referring doctor receives the report promptly - delays in report delivery frustrate both patients and GPs • If the patient calls asking about their results, don't leave them on hold - have a clear protocol for results enquiries

Patients who knew what to expect, received their results as promised, and felt well-communicated-with throughout the process are the ones who leave positive reviews and return for future imaging.

You cannot improve what you don't measure. Systematically collecting patient feedback - and acting on it - is the most reliable way to identify your biggest experience improvement opportunities.

Practical feedback channels: • Post-appointment SMS or email with a simple rating and open-ended question • Radly patient reviews - visible on your clinic profile and monitored by the Radly team • Google reviews - ask satisfied patients to leave a review; respond to every review publicly • Brief paper feedback forms in the waiting room for patients who prefer them

When reviewing feedback, look for patterns rather than individual comments. Three patients mentioning the same preparation instruction gap is a system issue, not a one-off. Assign ownership of the fix to a specific team member with a clear timeline.