Be Mindful

It is really important to be mindful of differing points of view. Our intention is to always provide the best possible Radiology Service. How we address people, whether on the phone or in person, creates a lasting impression.

Addressing Patients

Please be mindful how you address patients. Whilst terms of endearment (sweetie, darling, darl etc.) may indicate to you that you are being friendly and caring, it can be interpreted as overfamiliar and condescending, and to some people it may be uncomfortable. Please address people by title and surname and show care and compassion in a respectful manner.

Booking info

Be concise when providing booking information. Not only from a preparation perspective, but a practice location perspective, provide appointment expectations including covid restrictions and what will happen if a patient is running late or unable to attend an appt.

Please remember whilst making an appointment for the 100th time that day or scanning the 100th patient having the same test that day – this is the first time for that particular patient – so each patient needs to be treated as a person and not a number and is if you’ve never heard the same line before e.g. there’s no parking around here; I didn’t know I had to drink water, I didn’t know that I had to bring my Medicare card, I wasn’t told I needed to be on time, I wasn’t given a referral!!!!!

Enquiries

If you don’t know – ASK. If there is something on the referral that is written in a way that it usually isn’t – ASK, because it may just be that the slight difference in wording may be for something that we aren’t able to do – e.g. CINGAL MSK injections or special protocol scans that referrers may indicate on a referral.