Advancing Pediatric Care
“When a parent tells us that their child felt safe, respected, and even had a little fun during what could have been a scary appointment—that’s everything,” said Jeff Geiger, Director of Imaging Services – Pediatrics. Passionate about the human side of healthcare, Geiger brings his perspective to the Radiology Patient Experience subcommittee to ensure that our teams understand the unique needs of children and families.
Children often experience the hospital environment with more fear and confusion than adult patients. Parents and caregivers then carry the extra burden of their child's anxiety along with their own. In response, communication must be tailored to both the pediatric patient and their caregiver, often in very creative ways, according to Geiger.
“Building trust happens quickly or not at all, and little gestures — stickers, toys, explaining things at a child’s level — make a huge difference,” said Geiger. He believes it’s all about creating a space that feels safe, warm, and even a little bit magical.
“We’re Here For You”
“Every project is rooted in the idea that a more informed and supported patient is a more comfortable and satisfied patient,” said Geiger.
Some of the most effective strategies for enhancing the patient experience for children and their caregivers include Child Life Specialists preparing kids for procedures, colorful and welcoming environments, and distraction techniques like virtual reality headsets or storytelling.
A thoughtfully designed space can turn anxiety into excitement and create truly amazing experiences for kids and families, Geiger notes, as he shares one of his favorite stories. A young patient who had imaging done in Radiology’s Adventure Series underwater-themed exam room was blown away when he saw the submarine and underwater designs.
“It turned what could have been a scary experience into a full-on adventure. At the end of his exam, he turned to his mom, grinning, and asked if they could come back tomorrow!” said Geiger. “Knowing we made a child’s day better is incredibly fulfilling.”
The Heart of What We Do
During Patient Experience Week, April 28 – May 2, UCSF Health will be recognizing and thanking staff at small celebrations throughout the week.
“I want staff to know how deeply appreciated their compassion and dedication are. They truly shape the healing journey,” said Geiger. “Every interaction matters, whether it’s a big medical procedure or a warm greeting at the front desk.”
Currently, the Radiology Patient Experience subcommittee is focused on improving communication at every step of the imaging process from scheduling to after-visit summaries.
“Clear, compassionate communication with parents makes a world of difference,” said Geiger.
He reports the team is also working on initiatives to personalize the waiting experience, including kid-friendly spaces and better signage to reduce anxiety. They’ve also had success with child-focused imaging pathways that reduce wait times and minimize the need for sedation.
“Ultimately, it’s about empowering families and making visits less intimidating,” said Geiger.
To our youngest patients, and their parents and caregivers, Geiger’s message is simple: “We see you, we hear you, and we are here for you.”