Moments of truth are the points at which patients form perceptions about the quality of service being given and the quality of care.
Moments of truth are affected by physical appearance of the work area, appearance of the technologist and the professional behavior of everyone involved in their visit to the hospital.
Customer Service Cycles Role-Playing Skit on page 11
Telephone Etiquette Answer a ringing phone in the department within 3 rings if possible. Answer professionally- Radiology Department, this is Amber, May I help you? Speak clearly, pleasant and unhurried. Smiling while you speak will automatically make you sound more pleasant. Once you know the caller’s name, use it. If you must put the caller on hold, ask their permission. When you return, thank them for holding. Become comfortable with the telephone system so that you can properly use it’s functions (transferring, etc.) When the call has ended, thank the caller and wait for them to hang up first.
Conflict Resolution This is the age of consumer awareness and increased competition (and lawsuits); it is imperative that patients are handled in the most professional manner possible. Conflict resolution is important when dealing with patients, coworkers and physicians. The two most important tools to use in conflict resolution are effective listening and empathy. Effective listening- tells others we respect what they have to say and are here to help them. Empathy- understanding and accepting the other person’s position without necessarily agreeing or disagreeing; very difficult in stressful situations.
Many have defined critical thinking in lots of different ways. Basically, we can define it as ‘making wise decisions based on a set of universally accepted values’. The JRCERT (Joint Review Committee on Education in Radiologic Technology) requires critical thinking as part of our curriculum to further enhance student competence.
His ideas revolutionized medicine from the ancient past and began turning it into an objective science.
His teachings were:
Study the patient rather than the disease
Christianity and Medicine Dawn of Christianity changed many attitudes about medicine The healing message of Christ started to spread and the church dominated medicine during the Dark Ages with prayer, exorcism, holy oil, relics of saints, supernaturalism, and superstition. Jesus’ ministry did not differentiate healing into physical, mental, or spiritual categories. Luke the physician was the author of one of the gospels in the Bible- here compassion, forgiveness, and concern for the unfortunate and dispossessed is emphasized.
The Renaissance Paracelsus: the “father of pharmacology” Andreas Versallus: the “father of anatomy” Lots of medical discoveries were made during this time period. The Eighteenth Century Giovanni Battista Morgagni: the “father of physiology” Jenner formulated the smallpox vaccine Through experimental surgery, John Hunter developed a way to close of aneurysms.
Roentgen made the first successful radiograph of his wife’s hand using a cassette loaded with a photographic plate in which he directed the rays from the tube.
The bones in her hand as well as two rings were clearly visible
This was a major breakthrough in the history of medicine
You can’t see, touch, taste, smell or hear……………
The public did not understand the principle behind x-ray production (and they still don’t!)
Entrepreneurs tried to capitalize on the discovery with items such as x-ray glasses, bone portraits, and x-ray units for the home to provide entertainment for guests
Finally, Thomas Edison questioned the effects of x-rays after his eyes were sore and red after working with a fluorescent tube
After these reports emerged in the US and Europe, serious efforts were made to protect those who worked with the rays. Today, a career in x-ray is as safe as any other career (with the proper work habits and precautions).
First x-ray in the US was made by Michael Idvorsky Pupin (professor at Columbia University) on January 2, 1896
Thomas Edison did work focused on fluroscopy (real time x-ray)
Clarence Madison Dally was Edison’s assistant and suffered severe radiation damage due to the experiments in fluroscopy; Edison immediately stopped his experiments.
Pierre and Marie Curie are credited with studies in radioactivity (the property of certain elements to spontaneously emit rays or subatomic particles from matter)
Marie Curie received the Nobel Prize in 1911 for her work in chemistry
She continued to study radioactivity and developed approx. 20 mobile radiographic units and 200 installations for the army. After training herself as an x-ray technician, she trained French soldiers and gave x-ray classes to American soldiers.
Nuclear radiology is the branch of radiology that deals with using radioactive materials for medical diagnosis and treatment.
1932= cyclotron invented by Ernest Lawrence. It made it possible to accelerate particles to high speeds for use as projectiles.
1942= as a result of breakthrough by Enrico Fermi at the University of Chicago, atomic devices were built and tested experimentally. Shortly after, these devices were introduced as weapons and used on the cities of Hiroshima and Nagasaki, Japan.
Technical advancements in radiology are overwhelming when looking back at where it all started. Technology will continue to advance at a rapid rate- you will see many advancements just throughout your educational journey.