Ultimate Guide to Improving Patient Communication in Radiology & Imaging Care

Key Takeaways on Improving Patient Communication in Radiology Departments

• Patients value communication quality in radiology, with studies showing humanness and caring qualities appearing in nearly half of all patient feedback.

• Two-way texting platforms offer practical solutions for radiology departments, reducing no-shows by 34% and helping achieve significant reductions in readmissions while saving staff time.

• Different patient groups need tailored approaches - children need age-appropriate explanations, elderly patients may require assistance with sensory or digital barriers, and cultural competence improves experiences for diverse populations.

• Measuring communication effectiveness through patient surveys and online reviews provides valuable data to guide improvements, with one study showing a text campaign increased reviews by 948%.

• Balancing technology with human connection is essential - digital tools improve efficiency, but empathic personal interaction remains vital, especially when communicating complex findings.

The Current State of Patient Communication in Radiology

Let's talk about how radiology departments typically handle patient communication.

Most of the time, radiologists work behind the scenes, sending reports to referring doctors without ever meeting the patients whose images they interpret.

This creates a disconnect that many patients find frustrating.

When you visit a radiology department, you'll mostly interact with front desk staff and technologists.

In fact, many patients aren't even sure if they're talking to a radiologist or a technologist!

A Dutch healthcare study found this matters more than you might think – communication and empathy appeared in 36% of positive radiologist reviews and 30% of negative ones.

Even more telling, qualities like "humanness" and "caring" showed up in nearly half of all patient feedback.

Time constraints make this communication gap worse.

Radiologists juggle heavy workloads with tight schedules, making direct patient interactions challenging.

One study looked at musculoskeletal ultrasound exams and found that when radiologists shared results directly with patients, each interaction took about 11 minutes compared to just 8 minutes without result sharing.

While patients valued these discussions, finding an extra 3 minutes per patient adds up quickly in a busy department.

Technical language creates another hurdle. Imagine getting a radiology report full of medical jargon without anyone to explain it. Confusing, right?

This problem has grown as more patients access their reports through online portals before talking with their doctors.

Different patient groups need different approaches too. Kids need age-appropriate explanations, often involving parents.

Older patients might have hearing or vision problems, and sometimes struggle with digital communication tools. These special needs add complexity to an already challenging situation.

Benefits of Enhanced Patient Communication

So why should radiology departments invest time and resources in better communication? The benefits extend far beyond just making patients happier.

When you understand what's happening during your imaging exam, you're less likely to feel anxious and more likely to follow instructions properly.

A study of 821 patients undergoing coronary angiography found significant improvements in both understanding and satisfaction when patients watched an educational video beforehand.

Clear communication also improves follow-up compliance. If you understand why you need that follow-up MRI in six months, you're more likely to schedule and attend it.

This leads to better continuity of care and potentially better health outcomes.

For radiologists and their departments, good communication pays dividends too.

Radiologists report greater job satisfaction when they interact directly with patients and explain their findings.

These interactions add meaningful human connections to what can otherwise feel like a purely technical role.

Departments with strong communication practices typically see fewer complaints and lower litigation risk.

When you feel informed and respected as a patient, you're less likely to file a complaint even if the news isn't what you hoped for.

In today's competitive healthcare environment, reputation matters.

Radiology departments known for clear communication and excellent patient experience gain an edge in attracting both patients and referrals.

Communication Strategies Across the Imaging Journey

Let's walk through the patient journey and explore communication opportunities at each step.

Before your imaging appointment, good communication sets the stage for a positive experience.

Departments should offer clear information about what to expect in formats that work for different people – paper handouts, text messsages, email, websites, or even videos.

Timing matters too. You want to know when your appointment is scheduled, approximately how long it will take, and any special preparations needed.

If you need to fast before a contrast study or avoid certain medications, getting that information in advance makes compliance much more likely.

Managing expectations helps reduce anxiety.

If you know you'll hear loud banging sounds during an MRI or that you might feel warm from contrast injection, those sensations become less alarming when they happen.

During your imaging procedure, different communication strategies apply.

For ultrasound or interventional procedures where the radiologist is directly involved, a clear introduction explaining who they are and what they'll be doing builds trust.

The radiologist should explain the procedure and make sure you understand and consent to what's happening.

Sometimes radiologists must deliver difficult news – particularly in areas like breast imaging.

The PANES strategy offers helpful guidance: Prepare both the radiologist and patient, Assess the environment, Notify the patient with clear information, Evaluate their response, and Summarize the conversation.

This approach creates structure for a challenging interaction.

Discussing errors requires similar care.

The Royal College of Radiologists recommends a peer review process for assessing discrepancies and working with the clinical team to determine appropriate disclosure.

Open, honest communication about mistakes helps maintain trust while ensuring safety.

After your exam, results delivery becomes the primary communication concern.

Patient preferences vary widely.

A survey of people who had CT or MRI scans found that for normal results, 34% preferred a phone call from their referring doctor, while 12% wanted to hear from the radiologist.

For abnormal results, even more people (nearly 50%) wanted to speak with their referring physician.

Clear follow-up instructions help you know what comes next.

Will you need additional imaging? Should you see a specialist?

Having this information helps you navigate your care journey more confidently.

Coordination between radiologists and referring doctors ensures you receive consistent information.

When everyone communicates effectively about findings, you get coherent guidance rather than conflicting messages.

Technology Solutions for Enhanced Communication

Technology offers powerful tools to improve radiology communication. Let's look at some promising options.

Patient portals give you direct access to your imaging reports and sometimes the images themselves.

Most patients (82% in one survey) prefer receiving detailed reports rather than brief summaries.

However, understanding technical radiology language can be challenging without support.

Some innovative approaches make reports more accessible.

The Patient-Oriented Radiology Reporter (PORTER) system automatically adds definitions and illustrations for medical terms, with pop-up windows explaining concepts in simple language and links to anatomical images.

When implementing digital access, timing matters.

Some hospitals use a 4-7 day "embargo" period during which the report goes to your doctor but not directly to you.

This allows your physician time to review findings and discuss them with you, potentially reducing anxiety about seeing abnormal results without context.

Two-way texting platforms offer game-changing communication potential for radiology departments.

These secure, HIPAA-compliant systems enable direct messaging between providers and patients, with impressive results across healthcare settings.

Companies like Dialog Health have demonstrated remarkable outcomes with texting solutions.

Case studies show text-based communication reducing appointment no-shows by 34%, saving staff hundreds of hours previously spent on phone calls, and even helping achieve an 82% reduction in readmissions at one hospital surgical department.

For radiology specifically, text messaging could streamline several key interactions:

• Sending appointment reminders and confirmations

• Providing prep instructions for specific imaging studies

• Explaining arrival procedures including parking information

• Following up after exams and sending satisfaction surveys

• Sharing links to patient portals when results become available

These platforms typically offer features designed specifically for healthcare settings:

• Strong security and HIPAA compliance

• Ability to automate and personalize messages

• Real-time tracking of message delivery and responses

• Integration with existing electronic health records

• Tools for collecting patient feedback

When implementing texting solutions, departments need to consider staff training, patient opt-in processes, and protocols for message management.

You'll need clear guidelines for which communications work well through text versus requiring phone calls or face-to-face discussions.

Multimedia resources can significantly enhance patient understanding.

Videos help patients visualize what to expect, reducing anxiety and improving compliance with positioning or breathing instructions.

A recent meta-analysis highlighted how effective educational videos can be in preparing patients for diagnostic procedures.

Infographics combine visuals with simple text to explain complex concepts more effectively than words alone.

These work particularly well for explaining how imaging techniques work, how to prepare for procedures, or what sensations patients might experience.

Online resources from trusted sources provide additional support.

Departments can guide patients to reliable websites, disease-specific charity information, or professional society resources about imaging procedures.

Special Considerations for Diverse Patient Populations

Different patient groups have unique communication needs that require thoughtful approaches.

For pediatric patients, communication must match their developmental level.

Explanations should use simple language children can understand, sometimes incorporating play-based demonstrations.

Creating a kid-friendly environment with toys, videos, or models of imaging equipment helps children feel more comfortable with the radiology department.

Parents and caregivers are essential partners in pediatric imaging.

Both the child and parent need to understand what will happen, though the child's age affects their level of involvement and how consent is handled.

Whenever possible, families should stay together during the imaging process to provide comfort and support.

When significant findings emerge, structured approaches like the Difficult News Program provide guidance.

This framework clarifies roles for radiology and other healthcare staff to ensure timely, accurate, and compassionate communication with families during challenging times.

Older patients often face different communication challenges.

Addressing sensory impairments might require tools like voice amplifiers or large-print materials to explain procedures and obtain informed consent.

For seniors with limited access to phones, email, or internet – particularly those who are socially isolated – coordination with family members, nursing home staff, or caregivers becomes crucial.

This collaboration helps ensure appointments are scheduled appropriately, transportation arranged, and instructions clearly understood.

Creating a supportive environment with adequate time for questions helps older patients feel more comfortable during imaging procedures.

Staff should know how to recognize and respond to signs of confusion or anxiety that might be more common in this age group.

Cultural and language differences require additional consideration.

Providing materials in multiple languages ensures information reaches patients with limited English proficiency.

This might include translated written materials, multilingual videos, or access to interpreter services during appointments. Don't forget multilingial texts for pre- and post-communication to ensure your message is understood in a patient's preferred language.

Cultural competence recognizes that patients from different backgrounds may have varying expectations about healthcare interactions or cultural considerations that affect their imaging experience.

Training staff to recognize and respect these differences improves both satisfaction and compliance.

Health literacy varies widely among patients.

Using plain language, visual aids, and asking patients to repeat information in their own words helps ensure understanding regardless of educational background or familiarity with medical concepts.

Training and Education for Improved Communication

Despite its importance, communication training often gets limited attention in radiology education.

Both practicing radiologists and trainees have identified the need for more organized communication training for written and face-to-face interactions.

Breaking bad news deserves special focus, particularly for radiologists in subspecialties like breast imaging or fetal ultrasound who may frequently deliver difficult information.

Specific training helps radiologists navigate these challenging conversations with sensitivity while providing necessary information.

Empathic communication techniques emphasize active listening, appropriate body language, and responding to emotional cues.

These skills can be taught through role-playing, observed patient interactions with feedback, or simulation scenarios.

A whole-team approach recognizes that everyone contributes to the patient experience.

From the patient perspective, key communications happen with receptionists and technologists – making their communication skills equally important.

Training programs should include all staff members who interact with patients.

Standardized communication protocols help ensure everyone provides accurate, consistent information.

These might include scripts for common scenarios, checklists for procedure explanations, or structured approaches to addressing patient concerns.

Regular team meetings to discuss communication challenges and share successful strategies foster a culture of continuous improvement.

Creating opportunities for staff to learn from each other strengthens the entire department's communication capabilities.

Measuring Communication Effectiveness

You can't improve what you don't measure.

Tracking communication effectiveness helps identify areas for improvement.

Patient surveys and experience assessments provide valuable insights.

A large quality improvement study using electronic patient surveys collected over 26,000 responses in one year.

Changes based on this feedback, mostly in staff training, improved the department's national ranking for patient experience.

Social media and online reviews increasingly influence how patients choose healthcare providers.

One study of outpatient centers found that implementing a post-appointment text message campaign to solicit Google reviews increased total reviews by 948% and improved average ratings from 4.1 to 4.8 stars.

This approach helps departments understand patient perceptions while enhancing their online reputation.

Regular review of feedback helps identify recurring issues and improvement opportunities.

Departments that actively seek and respond to feedback demonstrate their commitment to patient-centered care.

Quality metrics might include:

• How well patients understand their imaging findings

• Compliance with follow-up recommendations

• Satisfaction with various communication touchpoints

• Staff time spent clarifying questions or addressing concerns

Using these metrics guides targeted improvements.

For example, if data shows patients frequently misunderstand preparation instructions, the department might redesign those communications and measure the impact on preparation compliance.

Regular process reviews help identify bottlenecks or inefficiencies.

These assessments might examine how long patients wait for results, how often referring physicians need clarification on reports, or how effectively the department responds to patient inquiries.

The Path Forward: Transforming Radiology Communication

Finding the right balance between technology and human connection represents the future of radiology communication.

Digital tools like patient portals, two-way texting, and multimedia resources improve efficiency and access, while the human element remains vital, especially when communicating complex or concerning findings.

As AI tools increasingly help with image interpretation and workflow, radiologists may find more time for direct patient interaction.

This shift could transform how radiologists engage with patients, making them more visible members of the care team.

If you're looking to improve patient communication in your radiology department, consider these practical steps:

1. Evaluate your current communication practices and identify problem areas

2. Look into technologies like two-way texting platforms to streamline routine communications

3. Create standard approaches for difficult communication scenarios

4. Provide regular communication training for all staff members

5. Consistently collect and respond to patient feedback

6. Establish department-wide expectations that prioritize clear, empathic communication

Making communication a priority in your radiology practice leads to more satisfied patients, better clinical outcomes, and greater professional satisfaction.

Today, good communication isn't just nice to have - it's a competitive advantage and a key component of quality care.

Eliminate Communication Gaps in Your Radiology Department with Two-Way Texting

You've seen how effective communication can transform the patient experience in radiology.

The challenges are real - limited face time with patients, technical language barriers, and diverse patient needs all make communication difficult in busy imaging centers.

Dialog Health's two-way texting platform offers a practical solution specifically designed for healthcare settings like yours.

Our HIPAA-compliant messaging system helps radiology departments:

• Send appointment reminders that reduce no-shows by up to 34%

• Deliver clear preparation instructions that improve compliance for better image quality

• Provide navigation assistance to ease patient anxiety before arrival

• Follow up after procedures with satisfaction surveys and next-step information

• Offer links to patient portals when results are ready

Many radiology departments using our platform report significant time savings - up to hundreds of staff hours previously spent on phone calls - while simultaneously improving patient satisfaction scores.

Request a demo today - we're confident our solution will be ROI positive for your radiology department, and we can easily showcase our platform in just 15 minutes, no strings attached.

Sean Roy - CEO & Co-Founder

Written by Sean Roy                                                                        Sean has 20 years in technology space with the past 15 years helping companies incorporate mobile into their technology and communication efforts. In addition to his extensive experience in developing and launching mobile marketing solutions, Sean is an active and respected member of the mobile community. Sean has provided mobile solutions for Vodafone, Twitter, Facebook, and Sky TV.