Knoxville Orthopaedic Clinic

Marty Gregory

Patient Experience Advocate

I have been a Radiology Technologist for over 43 years. During the last eight years, I have focused my career more on management. I currently work as a Radiology Manager for a busy orthopaedic practice, overseeing five different radiology offices. During that time, I have experienced and observed changes in our culture and how we interact with one another.

I have been impressed by the technical skills of newer technologists and their ability to share images. Their technical efficiency is better than ever before. Our tech-savvy world is now part of nearly every aspect of daily life. We rely on our computers, digital imaging, AI and robotics in the operating room. Starting a career with so many technical skills is great, but what about the intuitive people skills and patient conflict-resolution skills needed to complement them?

I have had many days when frustrated technologists have come to me asking what to do when patients seem angry, upset or unruly. I have realized that skills that may have seemed obvious to me more than 30 years ago can seem unfamiliar to a technologist just starting a career today.

As a manager, I think it is important not to make employees feel they are lacking skills. Instead, we should encourage them by sharing practical steps they can take to feel better prepared for different situations.

The first step is to “Practice the pause.” The first few seconds with a patient can shape the impression they form of you. Smile and introduce yourself. Make eye contact. There is nothing worse than talking to someone who does not bother to look up from the chart. Make the patient feel like a person and not a number. The simple gesture of a smile or a warm greeting can help patients feel valued and show them that you care.

The next step is to “Acknowledge before Beginning.” Take time to listen to your patient. It has been my experience with trauma patients that sometimes even a few minutes in a wheelchair or on a stretcher can seem like hours. Worry about their injuries or finances can sometimes manifest as emotional fragility or anger. They may be anxious about their examination and what their physician may have to say. They may complain about having to wait too long. Avoid making excuses such as, “We’re short-staffed today.” Listen to the patient intently and apologize sincerely for the wait. Let them know that you understand how they feel and will take steps to try to expedite their clinical visit.

The third step is to “Prepare Before Proceeding.” As technologists, we need to always remember that our patients may be experiencing emotional or physical distress. What may seem like a simple task to a technologist focused on the procedure can feel frightening or overwhelming to a patient. Prepare your patient by explaining the procedure. Tell them what you are going to do and ask them to move themselves, when possible, rather than you moving them. The sudden movement of an X-ray table or tube can sometimes startle a patient and may cause them to move in a way that could lead to further injury.

“Every image belongs to a patient. They are more than their medical record number and should be identified by their name rather than their exam.”

The fourth step is to conduct a dignity check. Have you listened to your patient and treated them the way you want to be treated? Do they feel valued, respected and heard? Sometimes technologists find it challenging to balance clinical speed and efficiency with the need to ensure patients do not feel like just another number.

The final step is “Race to Recovery to Support a Fresh Start.” Sometimes, a patient may arrive in the X-ray department visibly upset. It is important to remain calm and acknowledge their distress. Communication and cultural differences, including differences in age and mental or physical abilities, may present challenges in how we communicate. There may have been a problem with their check-in process, or they may be dealing with an unrelated concern affecting their emotional well-being. Listening to patients and showing genuine concern can help ease their frustration. Ask the patient, “Is there anything I can do for you?”

If the patient still seems upset and there does not seem to be anything else that can be done, this is when I teach my technologists to “tap out” and let another technologist take over. If a technologist senses that an examination is becoming difficult, they simply tap another technologist twice on the shoulder, not the patient’s. This signals the other technologist to take over. It is important not to view this as a failure. Another technologist may be able to communicate with the patient more effectively, creating a better clinical experience.

How can we connect technical expertise with compassionate care? Practice these steps to strengthen patient interactions and help technologists feel confident that they are prepared for challenging situations.

Remember to treat patients the way you want to be treated. Every image belongs to a patient. They are more than their medical record number and should be identified by their name rather than their exam. Treat the patient, not just the procedure. Work efficiently, but keep compassion at the heart of your care.

By using these steps and striving to show compassion, you can begin to build a culture of calm, respectful, patient-centered communication. Technologists can improve the patient experience while maintaining an efficient workflow.