Championing Patient-Centered Care
During Patient Experience Week, April 28 – May 2, we proudly recognize our exceptional radiologists and front-line healthcare professionals. Every interaction shapes a patient’s journey, and their dedication and compassion facilitate a supportive, respectful environment for patients and their families.
“I first became involved in improving the patient experience in Radiology around 10 years ago,” said Orit Glenn, MD, Director of Pediatric Neuroradiology, who is a member of the Patient Experience Subcommittee. “At the time, we recognized that systems and processes were not developed from the perspective of the patient, and that we needed to improve them to align with our mission to serve our patients.”
Glenn has worked to strengthen healthcare interactions ever since, and she is proud that patient experience is now a Radiology Quality and Safety Committee pillar and a UCSF Health True North pillar. The committee is the largest it has ever been, with diverse representation from across the department. Technologists, nurses, front desk staff, radiologists, trainees, clinical affairs, and health radiology leaders align best practices and collaborate with the UCSF Health Patient Experience team.
“Patient experience is one of the most important aspects of what we do. It’s why we’re here,” said UCSF Health Radiology Flow Officer Jordan Kaitz Emba, RN, who was excited to join the Patient Experience Subcommittee earlier this year. She believes clear communication, empathy, and efficiency foster positive patient interactions, ensuring patients feel heard, valued, and informed about their care in a safe and supportive environment.
“I've been a patient myself, and I understand that the patient’s experience can make or break a situation when someone is navigating a difficult time,” said Emba. Witnessing incremental improvements offers her the greatest reward. “Change takes time, but seeing progress is rewarding. It's a domino effect—positive patient experiences lead to happy staff, and when staff are happy, patients are happy, enabling us to focus on providing excellent care.”
Patient feedback is key, and initiatives aimed at improving patient-centered care in Radiology are largely driven by Press Ganey patient surveys and APeX data (UCSF’s electronic health record system). Glenn highlighted past initiatives that focused on developing a strong communication process for pre-procedure instructions, information about how to get results, and to communicate any delays. A current initiative seeks to enhance digital signage information to welcome patients with helpful tips about what to expect, how to get their results, and even help patients get to know their care team by featuring familiar faces they’ll see at their visit.
For staff eager to make a difference, both Glenn and Emba encourage colleagues to get involved.
“There are lots of ways to get involved and be part of the solution,” said Emba. “Participate and engage in this work because it's really important to hear everyone’s ideas to develop collaborative solutions.” Glenn shared, “The most important message that I’d like to share with staff is that every personal interaction can have a tremendous impact—you have a unique opportunity to make a positive difference in a patient’s journey through UCSF.”
“Working to consistently improve the experience for patients—during what is often a difficult time in one’s life journey—is rewarding on many fronts and I am very grateful for this opportunity,” added Glenn. “Witnessing how each member of the Patient Experience Committee brings their own passion and unique experiences to collectively develop initiatives aimed at improving the patient experience makes me proud to work at UCSF.”