by
Lauren Dubinsky, Senior Reporter | August 14, 2014
From the July 2014 issue of HealthCare Business News magazine
HCBN: Why is customer satisfaction so important today, especially for independent imaging centers?
AJ: I think that’s where they compete and have an advantage. First of all, patients are much more educated and knowledgeable about imaging today. What we’re finding is that patients ask their doctors to send them to a specific imaging center versus a doctor telling them where to go. You’re starting to see that trend in the major cities and it’s starting to get into the suburbs and other communities. Making sure that you’re taking care of the patient is very important. If the patient isn’t happy and complains to their doctor, you don’t only lose that patient, you actually potentially lose that doctor’s group of patients.
There is a big difference between being in an outpatient center that coordinates care effectively versus going elsewhere. Being able to have multiple studies done within a day or so really eases the concern of a patient and helps them indentify any issues they have and if they don’t, then it gives that patient peace of mind. A woman who gets a mammogram, ultrasound and breast MRI, if needed, all in one day, that’s much more powerful than having that happen over a four to six week timeframe when the woman would be extremely nervous or concerned about her situation during that time.
HCBN: What one piece of advice would you give independent imaging centers that are still in the game?
AJ: I’m very optimistic for independent centers so I think the piece of advice is to create as much runway financially as you can because it going to be tough for the next two years or so. Good imaging centers offer a lower cost, better quality solutions and I think they’re the ones that are going to succeed in the long run no matter who’s paying.
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