Abstract:
BACKGROUND : There is emerging interest in person-centred care within a short-lived yet complex medical imaging
encounter. This study explored this event from the viewpoint of patients referred for an imaging examination, with
a focus on the person and their person-al space.
METHODS : We used convenience sampling to conduct semi-structured interviews with 21 patients in a private
medical imaging practice in Australia. The first phase of data analysis was conducted deductively, using the six
elements of the person-centred, patient-journey framework of the Australian Commission on Safety and Quality in
Healthcare: transition in; engagement; decisions; well-being; experience; and transition out. This was followed by
inductive content analysis to identify overarching themes that span a patient’s journey into, through and out of an
imaging encounter.
RESULTS : The transition-in phase began with an appointment and the first point of contact with the imaging
department at reception. Engagement focused on patient-radiographer interactions and explanations to the patient
on what was going to happen. Decisions related primarily to radiographers’ decisions on how to conduct a
particular examination and how to get patient cooperation. Participants’ well-being related to their appreciation of
gentle treatment; they also referred to past negative experiences that had made a lasting impression. Transitioning
out of the imaging encounter included the sending of the results to the referring medical practitioner. Person-al
vulnerabilities emerged as a cross-cutting theme. Patients’ vulnerability, for which they needed reassurance,
pertained to uncertainties about the investigation and the possible results. Healthcare professionals were vulnerable
because of patient expectations of a certain demeanour and of pressure to perform optimal quality investigations.
Lastly, patients’ personal lives, concerns and pressures – their person-al ‘baggage’ – shaped their experience of the
imaging encounter.
CONCLUSION : To add value to the quality of the service they deliver, radiography practitioners should endeavour to
create a person-al space for clients. Creating these spaces is complex as patients are not in a position to judge the
procedures required by technical imaging protocols and the quality control of equipment. A reflective tool is
proposed for radiographers to use in discussions with their team and its leaders on improving person-centred care
and the quality of services in their practice.
