Examples

Improving the patient experience in a radiology department

A radiology department were aware that reducing anxiety in patients produced easier examinations and was less stressful for staff. During a 4Ps programme, one of the helpers took the opportunity to talk to children, who had been very distressed before examination, once it was all over. She discovered that they were frightened of entering a dark room.

The lights were kept dim to save staff time, but dimming the lights after children came in saved even more time, because nervousness was reduced, and made everyone’s life better. This was discussed in the next 4Ps session and staff realised that this change was likely to be beneficial for many, for example, the elderly, if not all, patients.

The department have bi-monthly multi-disciplinary meetings and it was agreed to establish a regular agenda item for such feedback so that, where it was felt that the whole department and its patients could benefit, the new practice could be shared and put into procedural protocols.

The department are now working on sharing more department specific information with patients so that they know what to expect and will, hopefully, arrive better prepared and feel more in control.