It is my pleasure to discuss a topic that holds a very special place in my heart—the patient experience in breast imaging. What makes this topic truly captivating is that it touches upon several areas that are significant to me: patient-centered care, team leadership, and wellness. But there is an interesting twist, and I would like to share that as well, because it’s a kind of secret passion that I’ve had for years. And that is my love for spas, just the unforgettable experience you can get during one of the most memorable stays in a hotel. 

Now, you might be wondering how on earth these interests come together. How can these unrelated topics merge to create a health care experience that is as luxurious and comforting as a world-class spa getaway, while also providing exceptional patient care?

We’ve all been on the other side of the examination table. We can relate to that mixture of emotions when walking into a doctor’s office. Just think about it for a moment. What stands out in your memory from those visits? Was it the mountains of paperwork you had to fill out, the warmth of the receptionist’s smile, the chill in the examination room? Maybe it was the time you spent waiting or the multiple ongoing discussions with your insurance company. Hopefully, and more importantly, perhaps it was the actual conversation you had with your doctor. Did you feel rushed, or were you heard and understood with all your questions addressed? Too often in our fast-paced working world of technicians and radiologists trying to meet numbers and targets, we may forget that the patient is the very reason we’re in this profession. 

Really think about it. The news of a potential cancer is something threatening, and it is understandable that patients are stressed and anxious from the moment they walk into our office. Why not try to make the best possible experience when patients need it the most, for when they’re the most stressed and worried in their lives? 

This is where my love for hotels comes in. When I was a girl, I loved a TV show about a lady who would receive the best stays and treatments at five-star hotels in incredible places around the world. She would then share her experiences with viewers. I used to think that, one day, I could do what this lady did. Of course, I didn’t end up being like her, but as a breast imager and as a patient now, I have always liked to compare the health care industry with the hospitality business. Although going to the doctor is not all leisure or pleasure, it is part of our wellbeing, and we’re all going to need it at some point.

So, how do five-star hotels approach guest satisfaction and train their staff for this amazing service? These hotels are renowned for their exceptional customer service experience, and they invest heavily in preparing their staff. Please allow me to share a few of these key elements that I think we could borrow from their playbook. Thankfully, some of them we are already incorporating as radiologists.

Let’s start with a customer-centric philosophy. Just as in five-star hotels, we should prioritize patient satisfaction above everything else. Every interaction with a patient should reflect our commitment to their wellbeing. This is exactly what the American College of Radiology’s Imaging 3.0 initiative is all about. 

Then, we have role-specific training. As hotels do, health care should provide training that is tailored for specific positions, whether it’s radiologists, technicians, or administrative staff. Everyone should receive training that is aligned with their responsibilities. Those of us who are in academic institutions, for example, should model and objectively evaluate the interactions between our trainees and our patients to identify potential areas for improvement. 

I want to continue with empathy and emotional intelligence. This might be a hard one, but we can train our health care professionals to empathize with patients’ needs and emotions. Recognizing and responding to patients’ moods can lead to a more compassionate and effective health care experience. 

Next, we have language and communication, which is very important. In our diverse world, especially in the United States, language training is crucial for health care professionals. Being able to communicate effectively with patients from various backgrounds is going to enhance trust and understanding. 

I’ll continue with problem-solving and decision-making. Similar to how hotel staff practice handling several guest scenarios, our health care professionals can benefit from training that sharpens problem-solving and decision-making skills, ensuring they can address patient concerns effectively and promptly. 

Ongoing training. I think we’re good at this one. Learning in health care should not be a one-time event. Continuing education and professional development opportunities are not only going to keep our staff updated, but will also keep them committed to the patient experience.

Finally, we have guest feedback. Like hotels—now with Yelp and Google reviews—we should actively seek patient feedback. Comments, both positive or negative, are going to be valuable for improvement. 

Let’s connect all of this back to breast imaging. In diverse cities (for example, Houston, TX), diversity among our medical professionals and staff becomes essential. Having tools for communication, like translators, is helpful. More notably, having health care professionals who speak a patient’s language and share their culture creates an immediate sense of connection and trust, just as in five-star hotels.

We know that trust is the foundation of an excellent patient-radiologist relationship, ensuring they return to us for essential care; however, establishing that trust is not the radiologist’s job alone. Since we are often the last ones to see a patient, our front desk and technician staff set the tone for what the patient’s visit will look like. We all need to be on the same page, so periodic meetings and reminders about our goals in terms of patient experience are necessary.

Most importantly, we must not forget about our own wellbeing as health care professionals. And this is where administrators come in. Burnout, unfortunately, is a critical concern for radiologists. It affects our ability to provide the best care possible. We must set clear and appropriate boundaries in scheduling to prevent our staff from becoming overwhelmed and exhausted. 

I know there are times when we must go above and beyond, but this should not be the baseline. If we have burned out staff, we cannot deliver the exceptional patient care and experiences we are aspiring to provide. I do feel like our role as breast imagers extends beyond our technical expertise and medical knowledge. We should create an environment where our patients feel valued, heard, and cared for. Borrowing some of these insights from the world of five-star hospitality, promoting diversity, and ensuring staff wellbeing, we can sincerely elevate the patient experience. Remember, it’s not only about what we see on the screen or the images we interpret, but how we make our patients feel through their health journey. We want this experience to be what they remember from their visit.