1. Insert Title Here No More than 1 or 2 Lines, 80 - 96 Point Font Statement of Technology/Best Practice No More Than 2-3 Lines 60 - 68 Point Easy to Read Font Goals List 3 or 4 Main Goals Size 54 – 72 Point Font Titles Bolded and in Larger Font Your Contact Information Name, Phone, Email, URL, etc. Size 40 – 48 Font Results Describe the results of your process improvement or technology Summary of the results. What is the impact? List other departments, programs, or offices who have already adopted changes or new processes. Example: All assessments are centralized in one place enhancing ability to analyze data across different surveys, departments, and divisions. Future Development Describe ways this process improvement or technology could be further implemented or shared beyond your unit. Possible ways to develop the method or idea further to reach beyond its current use. A timeline of planned activities. Example: Other campus units are invited to use this common assessment platform in order to broaden the institution’s understanding of what students are learning. Placeholder for pictures, graphs, charts, etc. (Delete this box and insert your picture or chart here) Problem Statement or Objective Explain the original need, challenge, or opportunity you addressed. Example: Difficulty in connecting individual assessment projects to departmental, divisional and campus goals. Improvement Describe the technology or best practice you developed or implemented. What processes were improved? What changes were made? Example: Established a divisional plan linking assessment to department’s annual budget allocations. Formatting Guidelines (Delete this text box) Use 66 – 80 point font for headings. Use a 36- 48 point type for bullet items. Choose background colors, font type, font colors, etc. Use images, charts, or graphs as needed. DO NOT change the column width. They are already set to create the poster.

2. Results Improved patient satisfaction scores in two consecutive surveys; now the highest across UMHS Radiology compared to other Departments We will continue to provide the best service by keeping patients and families first This best practice helps Radiology make The Michigan Difference by using the technology of connection that is in all of us to help each other Contact : Andrew Paberzs 734-936-5348 Overview Increased emphasis on patient satisfaction as a benchmark of medical care quality. Historically, Radiology has been above average for UMHS departments, but could be better! Quality initiative and lean programs implemented reduced expenses and improved efficiency metrics. However, patient satisfaction scores were unchanged, affecting staff morale. Intervention A diverse inclusive team was formed to develop a Service Excellence Program, including clinical and non clinical staff, faculty and trainees, from all services/divisions in Radiology Monthly meetings on a series of topics, including review of UMHS and Radiology Mission Statements Developed & implemented the Radiology Gold Service philosophy Attestation to practice this philosophy signed annually by all faculty and staff Applies to in person, on phone and electronic interactions Service philosophy competency part of yearly evaluations, hiring and on boarding practices Exam closure cards given to all patients including name of staff/faculty who cared for them and what procedure they had Thank you card for managers and leaders to use for recognition Launched in October 2010