Leverage PACS IT Support to Grow Referrals
While radiology practices and imaging center operators spend heavily on marketing liaisons to help cement favorable referral patterns, few understand the role that hands-on PACS IT support can play.
John Griffith, CRA, CIIP, RT, and CIO of Epic Imaging, Portland, Ore, operates in a market that grew from three providers of outpatient imaging to dozens. Recognizing that referring physicians had multiple PACS viewers to use and a proliferating choice of imaging centers to send patients to, Epic Imaging implemented a tiered approach to IT support, and last year added an applications specialist to visit referring physician offices, install an application, and assist office staff in understanding its use.
One year later, the applications specialist has visited several hundred referring physicians’ offices—some of them multiple times, because of high staff turnover—to install the viewing software and offer user support and training. The total referring-provider login count now stands at more than 2,000. In addition to its IT help desk, WebEx™ remote access to physicians’ desktops, and vendor-supplied marketing collateral, Epic Imaging has recently closed the loop by rolling out electronic results communications.
“The referring physician will choose the path of least resistance.” —John Griffith, CRA, CIIP, RT CIO, Epic ImagingEpic Imaging, which employs 20 radiologists and operates two multimodality imaging centers with 190 employees in Portland and a nearby suburb, was an early PACS adopter in 2000, prompted by the practice’s purchase of full-field digital mammography (FFDM). “We jumped on digital mammography, and Dr [Gerald] Warnock wanted a PACS for the FFDM,” Griffith explained to an audience at the GE Healthcare Beyond Conference in Washington DC on July 24, 2008. As soft-copy reading evolved, Epic moved to a Web viewer in 2002, and the practice’s marketing representatives assumed responsibility for installing the viewer in referring physicians’ offices. At the time, there was little PACS penetration, and the center continued to print a lot of film. There were also interoperability issues. A Java conflict associated with Epic’s former Web viewer resulted in the disabling of other vendors’ Web viewers. Viewer Confusion By 2004, the market had matured. PACS had penetrated Portland and was no longer a niche offering, with a total of seven different PACS vendors represented in the market. “We really had a market of viewer confusion,” Griffith reports. Because the organization had distinguished itself as the market’s premier provider of white-glove service, Epic Imaging’s management knew that it had to up the ante in its IT support for referring physicians. When Epic rolled out its current full-function Web-based Centricity® PACS-IW (then called Dynamic Imaging IntegradWeb) in 2004, it did so with a tiered approach to support that included:
- an IT help desk phone line and email,
- remote access to physicians’ computers via WebEx,
- a Web-based full-function viewer,
- CDs loaded with same Web-based viewer, and
- vendor-provided marketing collateral.
- The applications specialist was added in 2007.