Empowering Patient Voices to Shape Diagnostic Imaging Services: A Practice Innovation Approach

Abstract

Purpose/Aim

Diagnostic imaging (DI) is a critical entry point into cancer diagnosis and treatment, yet patient experience data in this setting is often fragmented, limited to access metrics, or absent altogether. The aim of this initiative was to design and implement a comprehensive, equity-informed Diagnostic Imaging Patient Experience Survey to systematically capture patient perspectives across the full imaging journey, from scheduling and wayfinding to emotional support, communication, privacy, and cultural safety. The ultimate goal was to generate actionable, patient-driven insights to inform service improvements and strengthen people-centred, culturally safe diagnostic imaging care across a multi-site hospital system.

Methods/Process

A multidisciplinary team including Diagnostic Imaging leadership, Patient Experience, Health Justice, and Research collaboratively developed a new patient experience survey using a human-centred care lens. Survey domains were intentionally mapped to key touchpoints in the DI journey: appointment booking and reminders, preparation and arrival, registration and wait times, emotional support, pain management, communication of results, respect, dignity, privacy, and overall satisfaction. To address known gaps in traditional experience measurement, the survey incorporated self-reported sociodemographic questions (e.g., gender identity, sexual orientation, race/ethnicity, language, Indigenous identity) and a dedicated question on experiences of discrimination, racism, or cultural unsafety. The survey was deployed using Qualtrics across three hospital sites and multiple imaging modalities, enabling both system-level and modality-specific analysis. Results are reported in aggregate to ensure confidentiality while supporting equity-stratified insights.

Results or Benefits/Challenges

This initiative enables diagnostic imaging teams to move beyond operational indicators toward a holistic understanding of patient experience, including emotional, cultural, and communication needs. Key benefits include identifying barriers to access (e.g., booking and navigation), opportunities to improve staff-patient communication, and areas requiring targeted equity-informed interventions. Challenges included balancing survey comprehensiveness with respondent burden, ensuring culturally respectful wording, and planning for meaningful use of sociodemographic data without stigmatization. Ongoing engagement with clinical teams is essential to translate findings into sustained improvement.

Conclusions/Impact

Early implementation demonstrates the feasibility of collecting rich, human-centred experience data in diagnostic imaging at scale. Findings are being used to inform targeted quality improvement initiatives related to appointment communication, emotional support during imaging, and culturally safe care practices. This practice innovation establishes a replicable model for integrating patient voice and equity considerations into diagnostic imaging services, supporting improved patient experience, trust, and care quality at a critical point in the cancer care continuum.