East River Medical Imaging — Local services in New York

I just came back from a diagnostic mammogram and an ultrasound. I was very nervous for two reasons: 1. I felt some soreness/tenderness in one breast. 2. My very first (and frankly, last experience) at a different facility , not East River, was 3 years ago and the exam was so painful that at one point, I almost passed out from the pain. I usually read a lot about all medical things that I need to do, but somehow, 3 years ago, I did not think to read up on what to expect and was not advised when I booked the appointment, so I came unprepared, had not taken any pain medications, and in general, was totally shocked. This time, was completely different and this is solely due to how East River handled my appointment in a very different manner, which should set an example for every other imaging place. First, when I called to schedule the appointment, they explained what to expect, how long it will take and advised to take the pain meds. Second, when I came in, the front desk and the waiting area is very pleasant, and calming. The check-in is super smooth as 99% of my info was already pre-filled on an Ipad. Then, I was taken to the exam room where a technician Jessica, more aptly named magician Jessica sat me down and went over my history. I noticed that the machine had the comforting soft pad on the plate, and I read that this makes it easier. Jessica let me control the amount of pressure, told me to let her know the moment it becomes too much. She did it very efficiently, i felt a tiny bit of discomfort, but nothing that I would call intolerable and I have a very low pain threshold. I could not believe it was done so quickly. Then, Ined did the ultrasound, she was also great, and took her time to do a very thorough job. She then went to deliver the results to the doctor and came back shortly to let me know all was clear. I was literally hugging both Jessica and Ined because they totally made my day-not only did I come out relieved that I am healthy, I have also come out not fearing going for this in the future and of course, this is now going to be my place of choice. To everyone who is worried and hearing stories how mammogram is super painful, fret no more-these wonderful medical pros know what they are doing to make it as quick and comfortable...

Almost everything was great. Registering was simple. Nice check-in. The woman at the front desk was very nice. Waiting room was clean and nice; good social distancing too. Overall a nice experience. The nurse/technician who performed the ultrasound seemed mechanically competent.

My one complaint with my experience was the way the ultrasound was performed. The whole process took appx. 45 minutes. The nurse/technician who performed the ultrasound never gave me a sense of what was going to happen at any point before it was happening.

She merely gave me immediate instructions. Breath. Stop breathing. Roll over on your side. Turn over. Breath. Long breath. Raise your hands above your shoulders. Etc.

It made me feel like I was an object that the nurse/technician was testing, not like a human being who was part of the process. It was not an empowering experience. It should be standard protocol to explain to a patient the procedure they will be undergoing, what they should expect, and what will be asked of them.

Recommendations for the nurse/technician:

(1) Before beginning a procedure, give the patient a sense of WHAT the overall process will entail. Tell them how long it will take, what the different parts of the process will be, and what you will be asking them to do.

EXAMPLE: This procedure will last approximately 30-40 minutes. There are two parts: I will move this ultrasound wand around your kidneys, and I'll ask you to roll over and breath in different positions so that I can access all the information we need. To do that.....

(2) Give the patient a general sense of WHY you are doing what you're doing. I realize there isn't time to provide a full explanation, but a few brief statements would go a long way. Questions to answer: Why are you rubbing jelly on me? Why are you asking me to turn over? Why are you asking me to breath and stop breathing and raise my hands...

The whole place is clean, the mammogram and sonagrapher were friendly, professional and efficient. I was in and out in under an hour, by my standards, A+! The only tiny hiccup was the receptionist who felt the need to remind me of the "policy" that it is the patient's responsibility to bring the prescription from my dr. to the appointment. It has been months since I was at my doctor's office for my yearly checkup and didn't have the actual prescription anymore. So, this felt like a bit of a scolding upon my arrival, when I'd already contacted my doctor's office on my way there, to let them know that I didn't have the prescription with me. They assured me all would be fine and to just ask the receptionist to call them upon my arrival. And, well you already know the rest. I thought to myself, "Really? It's that much of a problem for you to make a PHONE CALL to my doctor's office for them to immediately send the prescription?" And, I told her as much. That is, in my opinion, ridiculous! To stress a patient out or feel the need to reprimand us about something that is completed with a 15 second phone call. I mean what else are they there to do? Unless they have many more job duties and tasks that I'm not aware of, which may well be the case, it seems so trivial to affect a patient's experience during a stressful time in general and especially during this time.

Other than that, excellent overall service and experience! This place is...