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The voice-of-the-customer method successfully assessed radiology image reporting and postprocessing. This approach enabled practical improvements based on referring physicians

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Area of Science:

  • Radiology and Medical Imaging
  • Healthcare Management and Quality Improvement
  • Patient-Centric Healthcare Delivery

Background:

  • Radiology departments face challenges in optimizing image postprocessing and reporting services.
  • Understanding referring physicians' needs is crucial for enhancing radiology service quality.
  • The voice-of-the-customer (VOC) method offers a structured approach to gather user feedback.

Purpose of the Study:

  • To implement the voice-of-the-customer method for assessing current radiology image postprocessing and reporting.
  • To identify referring physicians' preferences for improving radiology services.
  • To plan and implement data-driven enhancements to radiology infrastructure and reporting.

Main Methods:

  • Employed a three-phase voice-of-the-customer approach: discovery, analysis, and optimization.
  • Conducted semi-structured interviews with 50 referring physicians, covering structure, process, outcome, and support.
  • Analyzed interview statements (facts and feelings) using affinity charting to identify key themes and insights for improvement.

Main Results:

  • Achieved a 94% participation rate from referring physicians, yielding 352 statements (271 feelings, 81 facts).
  • Identified key themes including better understanding of physician needs, workflow integration, enhanced services, data review preferences, and collaborative opportunities.
  • Implemented optimizations: improved study requesting software, performance tracking, prioritization, data archiving, prototype reports with data and images, longitudinal reporting templates, and a trainee curriculum.

Conclusions:

  • Demonstrated the clinical feasibility of using the voice-of-the-customer method in radiology.
  • Validated the effectiveness of VOC in assessing and driving improvements in image postprocessing and reporting.
  • Emphasized the value of prioritizing infrastructure investments based on referring physicians' expressed needs.