Scott Gazelle, MD, MPH, PhD
Director, ITA; Professor in Radiology, Harvard Medical School

Objectives:

• Provide an overview of the principles of assessing customer satisfaction in departments of radiology
• Identify the different customers of a radiology department, and understand how their perspectives may affect satisfaction
• Explain the importance of developing appropriate metrics, benchmarking, and trending in customer satisfaction assessment

Kristen Dean
and
Michelle Dean

Objectives:

• Learn how to identify the needs of referring physicians and measure their satisfaction through survey instruments and outreach programs
• Understand how to analyze and act on feedback in order to improve referrer satisfaction

Frank Lexa, MD, MBA
Clinical Professor of Radiology, University of Pennsylvania Health System

Objectives:

• Understand the importance of measure patient satisfaction
• Learn to collect this data

Ann Rhoades
Co-owner, CARELeaders

Objectives:

• Recruiting and retaining "A" players in a tough environment
• Building sustainable cultures based on values
• Going from a good to great leader

All