How to optimize the diagnostic experienceInsights Series, issue 23: A thought leadership paper on “Improving patient experience” with Jason A. Wolf, Ph.D., CPXP  


The relevance and impact of the patient diagnostic experience continues to gain attention from healthcare leaders. The latest research depicts that 89% of surveyed participants considered the time medical personnel spent actively listening and addressing patient expectations as highly influential on their healthcare provider choice.1 

This led to the question: What defines a patient diagnostic experience? Which essential parts do they find most important to them personally? In short - what makes for an optimized diagnostic experience in the eye of the patient?

To address these questions, we’ve collaborated with The Beryl Institute, a global community of practice dedicated to improving the patient experience through collaboration and shared knowledge. The Beryl Institute defines the patient experience as the sum of all interactions shaped by an organization’s culture that influence patient perceptions across the continuum of care.

This thought leadership paper, including its introduction by Jason A. Wolf., Ph.D., CPXP, President & CEO of The Beryl Institute, provides substantiated insights into what matters to patients on their diagnostic pathway and what truly makes an optimized experience. Key take-away messages include actionable steps to improve patient-staff interaction, work and adapt towards pleasant and efficient processes, and provide patient-friendly technology.

Enable a positive patient-staff interaction

  • Reinforce staff soft skills to heighten empathy for patients
  • Increase staff operational competence to decrease staff stress levels
  • Extend direct patient-staff time to enable high-quality interactions

Direct attention to ensure a pleasant and efficient process

  • Eliminate or reduce situations in which a patient feels left out or unsure of what is happening
  • Reduce lengthy wait times
  • Inform patients about process flow

Utilize patient-friendly technology

  • Minimize dose exposure for patients’ safety
  • Increase patient comfort and well-being
  • Create an appealing and pleasant atmosphere within the diagnostic facility
Insights Series 23 preview cover
By acknowledging and adapting to the patients’ needs during their diagnostic journey, a healthcare system can expect to prevail in a world in where the patient is gradually shifting towards a more consumer-oriented mindset when interacting with a medical environment. Focusing on the necessary improvements can result in clinical, operational, and financial benefits for healthcare providers. Find out more about optimizing the patient diagnostic experience.

This paper is part of the Siemens Healthineers Insights Series. It provides ideas and practical solutions on ‘Improving Patient Experience’.

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