Padang — The quality of radiology services in hospitals depends not only on advanced technology such as CT scans and MRI machines, but also on how healthcare workers communicate with patients. This issue is the focus of a recent scientific article written by Santa Mareta, Oktavia Puspita Sari, Yori Rahmadianti, and Livia Ade Nansih from Universitas Baiturrahmah, Indonesia. Published in 2026 in the Jurnal Pengabdian Masyarakat Formosa (JPMF), the article highlights how soft skills training at the Radiology Installation of RSI Siti Rahmah Padang significantly improved staff communication and patient-centered care practices.
The program was conducted on July 28, 2025, involving 11 participants, including ten radiographers and one administrative staff member. The initiative addressed recurring patient complaints about unclear examination instructions, rushed interactions, and a lack of empathy during stressful medical procedures. These issues often affected examination quality and increased the risk of repeated radiology imaging due to patient misunderstanding.
In radiology practice, effective communication is often overlooked despite being critical to patient safety. Santa Mareta and her team emphasized that simple communication failures, such as not introducing oneself or using technical language that patients do not understand, can negatively affect patient experiences and examination outcomes. Previous studies at Dr. M. Djamil Padang Hospital also found that poor radiographer communication was directly linked to patient dissatisfaction.
To address this issue, the research team designed a participatory training model using interactive lectures, case discussions, group discussions, and role-play simulations. The training included realistic scenarios such as handling elderly patients with hearing problems, crying children, and patients with severe anxiety. This practical approach helped participants connect theory with real-world situations.
The results were significant. Before the training, participants’ average understanding of soft skills was only 41 percent. After the training, it increased to 88 percent. The strongest improvement appeared in effective communication skills, rising from 38 percent to 86 percent. Empathy and caring also improved from 45 percent to 90 percent. These findings demonstrate that structured soft skill training can quickly produce measurable improvements in healthcare quality.
Practical performance also improved. Before training, 82 percent of participants made at least three communication mistakes during patient interactions. After the role-play sessions, 91 percent were able to perform communication procedures correctly according to patient-centered care standards. This confirms that soft skills can be taught and strengthened systematically, just as technical radiology skills are.
During discussions, participants admitted they had previously focused mainly on technical imaging results rather than patients’ emotional conditions. After the training, they realized that successful radiology outcomes depend heavily on patient cooperation, and cooperation begins with clear, empathetic communication. This shift in mindset is considered a major step toward improving healthcare culture.
The study has broad implications. For hospitals, stronger soft skills among radiology staff can reduce procedural errors, minimize repeated imaging, and improve patient satisfaction. For healthcare education, the findings suggest that radiology curricula should place greater emphasis on soft skills. For hospital management, regular six-month training programs could be an effective long-term strategy to maintain service quality.
Santa Mareta and the Universitas Baiturrahmah team concluded that the future of healthcare is not only about better technology, but also about building stronger human connections between healthcare workers and patients. In radiology, effective communication is no longer optional—it is a core part of patient safety and quality service.
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