In this episode of Key in to Quality, Dr. Andrew Bowman, Dr. Nelly Tan, Jacob Varner, and Dyan DeYoung discuss how a multidisciplinary Radiology Patient Experience team across Mayo Clinic sites created a scalable approach to listening to patients and improving care. Recognizing that radiology lacked a consistent way to measure patient experience, the team launched a simple post-visit feedback system that began in MRI and expanded across modalities.

The guests describe how reviewing feedback, responding quickly to concerns, and sharing positive comments with frontline staff strengthened morale, improved workflows and reinforced a culture of ownership around patient experience. They also explore how collaboration among clinical, operational, analytics and experience teams — and the use of automation and AI tools — helped the program grow sustainably without adding unnecessary burden.

The episode highlights a central lesson for healthcare teams everywhere: patient experience is shaped by many small touchpoints, and meaningful improvement happens when teams learn from feedback together.

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.

Guest Social Links/Handles (LinkedIn): Dr Tan Nelly Tan | LinkedIn & Dyan Dyan DeYoung | LinkedIn

#keyintoquality #qualityimprovement #patientexperience

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality