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Written by Megan Wyatt RDMS (AB, OB/GYN), RVT
Any practicing sonographer working in the clinical world hears about patient satisfaction surveys and scores daily while at work. Many clinical healthcare workers will complain about the surveys, saying they’re a waste of time. Techs will tell you we are here to perform their ultrasound, the patients have no idea if the technologist is competent enough to do their test, or if it’s being done correctly. We’ve all heard a teammate make comments like “this isn’t a hotel” or “I’m not a waitress.” The cold hard fact is, for the most part it is not our capability to perform ultrasounds that secure our positions, it’s our customer service skills. Your patients remember the way they were treated and the way you made them feel while they were in your care. Patient’s won’t know if you scanned their left leg to evaluate for a DVT but you labeled every image as the right leg and had to spend 20 minutes fixing your annotations. Patients won’t know if you had to tell the radiologist you couldn’t calculated the mean sac diameter because you only took 2 measurements of the gestational sac. Customer service is key in any job requiring interaction with people, especially in healthcare. Patients will keep coming back to a facility, because they were made comfortable, their caregivers put them at ease, they felt like the techs cared about them and addressed their concerns. If you don’t provide these types of experiences, patients will find another facility for their imaging needs. Without patients, we are out of a job.
Recently I attended a supervisor symposium at Atrium Health. One of the lectures was about patient satisfaction, and the impact our level of care has on our patients. This concept was presented in a way I’d never considered before. I’m going to share that concept with you, but with a few added touches.
If you go to a business and pay for goods or services, you have certain standards which you expect to be met. Basically, you want to most bang for your buck. If you went to the following businesses, considering the cost of the service, as a customer what do you expect to get for your money?
McDonald’s

Cost: $6.59
What you get: Quarter Pounder with Cheese meal, which includes medium french fries and medium soft drink.
Things you probably expect as a customer:
- Order is correct, food is fresh and hot
- Fries are salted
- Fast service
- Friendly staff
- Clean environment
- Clean/comfortable place to eat your meal
Jiffy Lube

Cost: $19.99
What you get: Standard oil change.
Things you probably expect as a customer:
- Correct oil is used
- New oil filter installed
- Plug is put back in the oil drain pan
- Timely service
- Friendly, knowledgeable staff
- Comfortable/clean waiting area
- Clean restrooms
- Vending machines
Dreams Dominicus La Romana
All Inclusive Resort, Domincan Republic

Cost: $659
What you get: 5 days, 4 nights with round trip air fare to and from Ft Lauderdale, FL. Limitless international and domestic top-shelf spirits, as well as all other drinks and food. 10 restaraunts. 6 Bars/Lounges, including a beach bar. 24-hour room service. 3 pools, with swim up bars. Massive infinity pool. Hot tubs. Lounge chairs with umbrellas. Pool and beach wait service, chilled beverages at your beck and call. Ping pong. Fitness center. Tennis courts. Game Room. Casino. Daytime activities to join at your leisure. Themed parties and live entertainment nightly. Daily maid service. Fully stocked mini-bar and snacks in your suite, replenished daily at no extra charge. Free Wi-Fi. TV with free cable in your room.
Things you probably expect as a customer:
- Friendly and courteous staff
- Comfortable bed with clean linens
- Clean room and bathroom
- Working air conditioning
- No bugs/pests
- Fresh/hot food
- Easy check in/out
- Timely service at the bar/restaurant/room service
- Grounds free of trash
- Clean pool
- On time flights
Imaging Department
Cost: $250-$1125
What you get: Transvaginal Ultrasound
What you probably expect as a patient:
- Friendly registrar and technician
- Staff listen to concerns
- Staff put you at ease
- Respect of your privacy/dignity
- Explanation of test
- Have correct test performed
- Clean facility and equipment
- Comfortable bed/exam table
- Test to be read in timely manner
- Told when to expect test will be read
Most patients either know what their test is going to cost, or know it’s not going to be cheap. Patients have certain expectations when they come for a test at the outpatient facility, doctor office, or hospital where you work. It only takes a couple extra minutes to get a warm blanket for your 85-year-old patient who is on blood thinners and feels like your exam room is an ice box. It might take a minute to roll up a towel and place it behind the aching back of your patient who is 38 weeks pregnant and has a hard time getting comfortable.

It takes a couple minutes to get some crackers and drink for your patient who worked all day without eating because they had to come in for a RUQ ultrasound at 5:00p, since they couldn’t take a day off work. It doesn’t take any extra time to greet you patient with a smile, listen to them and try to relate with them, try to comfort them and assure them you are going to take the absolute best care of them you can.
The things you can do to provide fabulous customer service and patient care, usually take little or no extra time. And your patients will be very grateful for these small gestures. Give your patients the experience they deserve to have. If you could choose between the amazing Caribbean vacation for $649, or the transvaginal ultrasound for the same price…which would you choose? I think we’d all choose the Caribbean vacation. Remember, there are a great deal of things your patients would rather be doing, than to be in a medical facility having any type of test done. The least we can do it provide them the best experience possible.