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CHAPTER 10 Service Experience—More than ... > A MULTIFACTORIAL UPSURGE—WITH SERVIC...

A MULTIFACTORIAL UPSURGE—WITH SERVICE AT THE CENTER

At the departmental level, Brenda Izzi, RN, MBA, UCLA’s chief administrative officer for the Department of Radiology, clearly sees a connection between service and profits. “We are experiencing our best financial years and are trending upward. We’ve seen a number of the private imaging centers fold in the last five years, while our volume has grown. I attribute our success directly to improving the patient experience and creating better access. Obviously, we are also always improving our product, but we have a fundamental awareness of the importance of service in our setting. Enhancing the patient experience garners support not only from our patient base, but from referring physicians as well. Part of our service focus is demonstrated thro....


  

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