Service With a Smile

Service With a Smile • June 4, 2014 • Frank Lexa, MD, MBA • Online

This webinar will discuss the rising importance of the relationship between hospital administrators and radiology groups. This will be addressed by focusing on the role of the administration as a customer, not just a stakeholder. The reasons for the changing role will be discussed, as will the challenges of meeting increased competition from other groups and national groups. Insights into what hospital executives want from radiologists and their groups will be reviewed as will techniques for improving communication and measuring service and quality.

Learning Objectives

  • Understand how the dynamics of the hospital-radiology group are changing, what the drivers of this phenomena are and why it is going to continue
  • Develop strategies for understanding the expectations of the administration using a customer relationship management perspective
  • Initiate programs to measure service and quality with a specialized focus on this customer segment and to develop projects to improve the performance of your group

RLI Credits

This Level 3 elective course will cover competency 7.2 in the Quality and Safety domain of the RLI Common Body of Knowledge and award 1 RLI credit.

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