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Area Radiology Group's Brand Makeover Redefines Customer Experience Expectations In Healthcare

HAINESPORT, N.J., Feb. 27, 2013 /PRNewswire/ -- There are brands… and then there are extreme brands that, like Disney, Ritz-Carlton, and Southwest, understand the powerful synergy that emerges when you take a great product and meld it with a remarkable customer experience.

To say the least, the "extreme brand" approach is not exactly typical in healthcare. But when one of South Jersey's leading providers of medical imaging services decided recently that it was time to revitalize their brand, they concluded that they needed an effort that would be more than skin deep, creating something that was unique and unexpected in healthcare.

"After evaluating what it really is that sets us apart from other providers of medical imaging services, we realized that fully developing and telling the 'story' of who we are needed to start at the grass roots, with our internal culture—which is driven by a dedication not only to clinical excellence but to providing an outstanding patient experience," said Vincent Taormina, M.D., Managing Partner, Larchmont Medical Imaging.

"So in addition to a makeover of our name, logo, and graphic identity, we developed internal programs to help us bring together every single member of our team, from top management to physicians to the front desk, in a redoubled commitment to a level of personalized service that makes every patient feel at home when they come to Larchmont."

In the overall world of healthcare today, what do patients typically expect when their primary-care physician sends them to an imaging center for something like a mammogram, X-ray, or MRI? Chances are they expect to find medical imaging professionals who will give them a safe, high-quality, and expertly interpreted diagnostic exam, using state-of-the-art equipment—all very reasonable expectations, but not remarkable ones.

What they might not expect, however, is to experience the kind of welcome and VIP treatment they might receive from, say, an exemplary concierge if they were arriving for a stay at a fine Ritz-Carlton property.  But Larchmont Medical Imaging, with their revitalized service culture, is aiming to redefine patient expectations by delivering service experiences that reach just that level—and beyond.

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