Ring Ring Ring! Characterising Telephone Interruptions During Radiology Reporting and How to Reduce These

Publication date: Available online 11 January 2018
Source:Current Problems in Diagnostic Radiology
Author(s): Christopher Watura, Dominic Blunt, Dimitri Amiras
BackgroundTelephone calls remain one of the most frequent interruptions in radiology reporting rooms, despite modern electronic order communication systems. A call received by a radiology trainee during the hour before completing a report may increase the chance of a discrepancy by 12%.AimTo characterise telephone calls to radiology reporting rooms and identify ways to reduce these interruptions.Methods and MaterialsAn observational study over five working days (10 programmed activity reporting sessions equivalent) was conducted across two large acute teaching hospital reporting rooms. Radiologists were requested to record all calls between 9a.m–5p.m on a pre-prepared Excel proforma and indicate their initial rating of call appropriateness.Results288 calls recorded, 92% (266/288) interrupted reporting. Reasons for calls were 48% (139/288) ask for a request to be vetted, 17% (50/288) ask for a study to be reported, 17% (45/288) 'other′, 7% (19/288) discuss choice of study, 6% (16/288) review a report, 3% (9/288) wrong number, 2% (7/288) returning a bleep and 1% (3/288) provide further explanation in addition to the electronic request form.ConclusionRadiologists and referrers remain over reliant on telephone interruptions for their workflow. Attempts to educate referrers previously reduced calls to a CT reporting room by 28%. Our recommendations include (i) defining protected activities, (ii) adhering to fully electronic requesting and vetting processes, other than in time critical or exceptional circumstances, (iii) electronic critical report alerts and review of report priority triaging to reduce calls for reports, (iii) revising duty radiologist timetables to tackle non-reporting responsibilities, (iv) improving new doctor induction in the organisation to improve radiology request practice.



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