Managing distress, discomfort, and anxiety in imaging

Positive patient interactions and experiences not only help the customer but also directly affect the bottom line. Waste of overhead can be limited by simply changing the way staff talks with patients. It is important to include rapid rapport skills and ways to positively shape the patients' experience right from the start instead of waiting and possibly having a procedure or scan disrupted. It "takes a village" to have a smooth transition in how communication is used throughout the department. A method of patient interaction called Comfort Talk was developed in which schedulers, receptionists, nurses, technologists, and physicians are extensively trained in advanced rapport skills and setting expectations.