Synopsis
As reimbursements are increasingly linked to patient experience, physicians and hospitals will need to find ways to incorporate patient and family input into operational decisions. Rather than starting from the beginning, health systems could learn from practitioners who have been experimenting in this space and are willing to share their experience. The authors share lessons learned from two decades of experience incorporating patient and family advisers into the clinical operation of a radiology department and the resulting culture change. Radiology and radiologists can incorporate principles of patient- and family-centered care into clinical operations without loss of productivity.