Effect of team training on improving MRI study completion rates and no‐show rates

Abstract

Purpose MR is a high-cost imaging modality, and an optimized encounter ideally provides high quality care, patient satisfaction and capacity utilization. Our purpose was to assess the effectiveness of team training and its impact on patient show-up and completion rates for their MRI examinations. Methods A total of 97,712 patient visits from 3 tertiary academic medical centers over one-year intervals were evaluated, totaling 49,733 visits at baseline and 47,979 after training. Each centers’ MRI team received team training skill training including advanced communication and team training techniques training. This training included onsite instruction including case simulation with scenarios requiring appropriate behavioral and communicative interventions. Orientation and training also utilized customized online tools, and proctoring. The study completion rate and patient show-up rate during consecutive year-long intervals before and after team training were compared to assess its effectiveness. Two-sided Chi-Square tests for proportions using were applied at a 0.05 significance level. Results Despite differing no-show rates (5–22.2%) and study incompletions rates (0.7–3.7%) at the three academic centers, the combined patients’ data showed significant (p<0.0001) improvement in the patients’ no-show rates (combined decreases from 11.2% to 8.7%) and incompletion rates (combined decreases from 2.3 to 1.4%). Conclusion Our preliminary results suggest training of imaging team can improve the no-show and incompletion rates of the MRI service, positively affecting throughput and utilization. Team training can be readily implemented and may help address the needs of the current cost-conscious and consumer sensitive healthcare environment.

Effects of Interpersonal Skills Training on MRI Operations in a Saturated Market: A Randomized Trial

“…The training may have offset that effect in analogy to a prior longitudinal study where training in calmative techniques resulted in decreased no-show rates [2]. Patients who do not show tend to do so repeatedly and miss on average four appointments [18].…”

“…In all, 18 technologists including their managers were trained. Team training followed a blueprint of advanced communication and interpersonal skills training (Comfort Talk®, LLC, Brookline, MA) [2]. The sessions included scientific background information, group discussions, live and video demonstrations, extensive small group practice and role play.…”

Helping Children Cope With Medical Tests and Interventions

“…However, there are general tenets on how to use suggestions effectively. In combination with adaptation of nonverbal communication to the patients preferences, even slight changes in vocabulary can significantly improve patients’ ability to cooperate and report a satisfied experience (Lang et al, 2013; Norbash et al, 2016). For more pointers you can download a free chapter from Patient Sedation Without Medication at http://comforttalk.com/books.…”

“…Distraction alone does not achieve this change (Lang et al, 2008). Similarly, reading short script parts (90 sec – 3min depending on severity of presenting anxiety) or conversational use of Comfort Talk® by radiology personnel has been shown to enable patients to overcome claustrophobia and endure lengthy MRI examinations with less disruptive motion (Lang, Ward, & Laser, 2010; Norbash et al, 2016). Techniques chosen will depend on the age and maturity level of the patient.…”

Economics of MRI Operations After Implementation of Interpersonal Skills Training

“…The effects that (1) patient factors interfering with scan efficiency and (2) measures of how to address them have on overall costs and revenue are largely unknown. Team training in interpersonal skills for staff members of MRI centers has been shown to improve patient satisfaction and operational efficiency, including measures of scan rates, no-show rates, and study incompletion rates,[8–11] thus affording an opportunity to assess such effects.…”