Jay Garcia asks patients a simple question: How are we doing?
Jay Garcia, Director, the Breast Center at West Boca Diagnostic Imaging
Jay Garcia's primary focus is patient satisfaction at the Breast Center at West Boca Diagnostic Imaging, where he's been director since spring 2014.
Even though the medical staff and the procedures and techniques used are among the best around, what really matters is how patients feel about how they’ve been treated.
"We'll stop them in the hallways, just talk to them about the whole process," Jay says. "Registration, the actual experience during the clinical part of their test — we want to find out if their needs were met, if someone explained the procedure and introduced themselves, and make sure we met their expectations."
If a patient requires more advanced imaging like an ultrasound or other follow-up screenings, the Breast Center has created a protocol and keeps up the necessary staffing levels to make sure that can happen the same day.
"Our goal is to make the patient feel that we are a one-stop place where they can get all their breast concerns addressed," he says. "If a patient is here, whether they have a doctor or not, they can go to our on-site breast health physician, Dr. Cheryl Moss-Mellman, and she will write the orders and follow through the process. That's certainly something a lot of places don't have.”
That focus on the patient makes all the difference