Question

Please post detailed answers to the following questions. Please use complete sentences.

Imagine that you are the head of a radiology department. You have several trained technicians who work under you, carefully doing their best to capture the images ordered by various physicians in the same healthcare system. You receive an email on the hospital’s platform from a cardiologist:
I don’t know what type of department you are running down there. I ordered an MRI of my patient, Mr. Smith, and he tells me that he had to wait for over a half hour before he was even called back. I know one of those jokers working for you did the scan, but I don’t see any results in my file. I shouldn’t have to come down there and get the files myself. Where are my scans? This is ridiculous!
Take a look at the email. What is your opinion of the cardiologist’s written communication style? What might happen if this email were leaked to someone outside the system?
Using professional communication skills, write a reply to this physician that addresses their concerns.

Answer 1

In my opinion, the cardiologist's written communication style is unprofessional and lacks appropriate tone. The use of phrases like "I know one of those jokers working for you did the scan" is disrespectful and unproductive.

If this email were leaked to someone outside the system, it could damage the reputation of both the radiology department and the healthcare system as a whole. It could also harm the relationship between the cardiologist and the radiology department.

Dear Dr. [Cardiologist's name],

Thank you for bringing your concerns to our attention. We apologize for any inconvenience that Mr. Smith's wait may have caused. Our department is committed to providing the highest level of patient care, and we strive to minimize wait times as much as possible.

Regarding the scan, we understand that timely access to results is important for clinical decision-making. We have reviewed the records and found that the MRI scan was conducted on the same day that it was ordered, but the results may not have been uploaded to your patient file at the time of your email. We have since updated your patient's records with the scan results and made them available for your review.

We value our relationship with you and appreciate your trust in our department. If there is anything we can do to improve your experience or assist you in the future, please do not hesitate to contact us.

Sincerely,

(name)