Operations
Ivy Ventures’ programs are specifically designed to improve hospitals’ ability to attract radiology referrals from competitors by offering a superior customer service experience to physicians and their patients. This represents a big opportunity for hospitals that are serious about service improvement and profit growth.
Outpatient radiology, unlike many other hospital services, is a “retail” business. Customer service and ease of use often determine referral patterns. Doctors’ offices prefer the imaging provider in a market that is easiest to use and most responsive to their needs and the needs of their patients. Most hospitals have excellent imaging technology and highly-skilled clinical professionals. These are a given in most cases and often do not separate imaging providers in the minds of customers. The factors that drive imaging volume to the provider of choice in a market are things like:
- Ease of scheduling an appointment
- Convenient appointment availability
- Reliable, timely turnaround on radiology reports
- Limiting customer hassles with insurance, registration and other paperwork
- Managing the entire referral and communication process to minimize customer burdens
