Abstract
Objective: The radiology department conducted an independent program with the objective of providing examinees with better hospitality. This program was in addition to the efforts by our Ningen Dock facility overall to improve hospitality.
Methods: Members of a conduct monitoring committee selected from radiology department staff determined monthly and weekly hospitality-related themes and each of the 26 people in the department was appointed as a hospitality evaluator for a month at a time in rotation. Observing staff in the daily work of radiological examinations, evaluators noted staff with excellent behavior with respect to individual hospitality themes, etc. in their evaluations. The levels of overall awareness and behavior were raised through mutual observation of each other’s hospitality and the effects were confirmed through the comments of health check-up examinees and questionnaires at the time of examinations.
Results: Fifteen persons were cited as showing excellent behavior. As for breakdown by age group, 2 of 8 persons in their 20s were excellent, 3 of 4 persons in their 30s, 6 of 10 persons in their 40s and 4 of 4 persons in their 50s showing that staff with many years of experience accounted for a large proportion of them. The results of the questionnaire regarding hospitality at the time of examinations were nearly all “good” or “acceptable”. As for comments of examinees, the proportion of positive comments increased and as a result of continuing the program, the proportion of praise exceeded that of complaints and requests for improvement.
Conclusion: Efforts to improve hospitality in consideration of the situation in an individual department were effective in improving hospitality. In order to further raise the level of service provided, it will be necessary to continue such activities in the future.
