In today’s health care environment, patient feedback is increasingly gathered through digital platforms that allow hospitals to benchmark, trend, and analyze experiences at a level that would be impossible through manual methods alone. At St. Thomas Elgin General Hospital (STEGH), our Qualtrics survey program has become an important part of that ecosystem. Yet as valuable as digital surveys are, we have learned that they cannot fully replace the power of real‑time, human connection. 

This became especially clear within our Diagnostic Imaging (DI) department. While STEGH had access to patient experience surveys, DI feedback was not captured in the ways we needed. Even as we began configuring our outpatient short‑form survey to include DI visits, we recognized an important truth: some insights only emerge through in‑person dialogue, presence, and partnership. 

This realization sparked the creation of our DI Patient Rounding Initiative - an effort grounded in the belief that digital data and human interaction each reveal something the other cannot. The idea surfaced in late January 2026, and less than a month later, on February 18, our first rounding session took place. 

Twice monthly, Patient Experience Specialist Floriana Islami and PFAC Co‑Chair Teresa Ferguson round through MRI, ultrasound, x‑ray, mammography, CT, echo and nuclear medicine areas. Teresa leads the patient conversations, bringing not only her experience as a PFAC leader but also decades of frontline knowledge as a retired MRI and radiographic technologist. Her background and compassionate presence help patients and families feel immediately understood. 

Together, using a five‑question survey, Floriana and Teresa ask patients about safety checks, communication, registration accuracy, and overall experience. The questions are simple by design, yet they open the door to meaningful conversation. 

But the greatest value of rounding extends beyond the answers captured on paper. When we step into the department, we see and hear things no digital tool can detect:

Small interactions. Environmental challenges. Moments of confusion that never make it into a survey text box. Privacy concerns in real time. Opportunities to clarify a process. Body language that reveals more than words. Patients unsure if they've been properly registered. Staff doing exceptional work that deserves recognition.

These are the insights that shape culture. They are the details that make care feel personal. 

“Connecting with patients directly during their visit in the DI department has provided both positive feedback and validation of exceptional service. Seeing this in real time reconfirms the importance of ‘connecting’ and ‘collaboration,’ allowing patients to have a voice in their health care excellence at STEGH,” says PFAC Co‑Chair Teresa Ferguson.

For leadership, the initiative has been equally impactful.

“Engaging with a patient through this DI survey gives me valuable feedback on what we are doing well and what we could improve on. My hope is that the patient feels we truly care about their experience. Their feedback matters, and we are listening with the goal of constant improvement,” reflects DI Manager Shelley Stirling​.

Concrete improvements emerged almost immediately. Early rounding exposed inconsistencies in how registration information was being verified. Some patients nodded through demographic questions without realizing something was incorrect. Other times, staff unintentionally asked for information they didn’t need. These observations led to quick adjustments, strengthening privacy practices and reducing risk, all insights that may never have surfaced through digital surveys alone. 

“We understand that patients are very concerned or anxious about their health when they are in our department. We want to capture the correct information to get results to the ordering physician as soon as possible and ensure their experience is as seamless as possible,” shares DI Supervisor Teresa Crevits.

Now, with DI included in the outpatient short-form survey, STEGH benefits from both complementary approaches. Our online survey offers scale and trend data, while rounding offers nuance, immediacy, and the irreplaceable value of presence. 

The combination paints a fuller picture of the patient experience. One rooted not only in standardized metrics but also in empathy, observation, and relational understanding. 

The DI rounding initiative shows that even in a digital age, the most meaningful insights often come from the simple act of being there. For health system partners across Ontario, it offers a replicable, low-cost, high-impact model that reinforces a core truth: technology can enhance patient experience, but it is human connection that brings it to life.