The MRI Experience is Terrible

Recently finished getting an MRI for what I think is a herniated disk (hopefully the MRI will pinpoint the problem).  It was a terrible experience.  Here’s how it went.  After signing in, I was led outside of the hospital building to a separate tiny building (if you can call it that) which contained the device.  Yup.  This was a terrible start.  It made me feel like I was being led to something bad.  And I was.  Once inside the bare bones room, I had to disrobe in an area separated by a curtain which didn’t feel very private.  But here is where it gets really craptastic.  I’ve never had an MRI before and the operator gave me very little direction other than to stay still.  So when I was loaded in the machine—I went in with my eyes wide open. 

Guess what happened?  I immediately felt like I was being loaded into a tiny coffin.  That’s how cramped the space is.  I calmly asked to be removed—so I could better prepare myself.  I took a deep breath and went in eyes closed which helped a great deal.  Next came 25 minutes of enduring the most loud, unpleasant sounds you will ever hear (and remember) along with a constant effort of putting my mind in a happy place, so as to not think about the “coffin” experience that surrounded me.  If there are any healthcare organizations reading this blog, here are a few suggestions to make the MRI experience less terrible.

Plan the first impression down to a every last detail. 
The small trip from the waiting room to the MRI lab should feel welcoming, bright and cheerful.  You shouldn’t feel like you are being led to a bad experience. Colors, artwork, plants, natural lighting and maybe even things like waterfalls can help.

Make the MRI equipment room as pleasant as possible.
Windows would be great if possible.  When you walk into the room, it would be wonderful to have some type of reception area—seeing a friendly face first goes a long way.  If you could be led to a private room (even a small one) this would also help get things started off right.

Have the operator slowly prepare you.
The initial question should be “is this your first time getting an MRI”?  If the answer is yes, the operator should be trained to gingerly walk you through what to expect.  Preparation here is key.  I wasn’t prepared at all and as a result—was immediately overwhelmed.  If the operator simply said “close your eyes and slow your breathing” this would have been a huge help.

Provide “sensory aides”
Standard practice for an MRI is to issue earplugs.  Yes, the noises are that loud and unpleasant.  Now, here’s where it could get interesting.  What about your sense of smell?  Studies have shown how smell is a powerful sense which triggers memories (good and bad).  And one of the positives that I noticed was that the ventilation system was very good.  So what if you could pick a scented MRI experience?  What if you could choose from smells like Vanilla, Evergreen, Cinnamon or even Chocolate?   I would have picked Vanilla—that’s a soothing smell for me.  In addition, why not provide blindfolds that can either be cool or warm to the touch?  Some people have preferences for either sensation and find it relaxing.  The sensation of a “warm compress” on my face may have helped as well.

My big take away is that it didn’t have to be this bad.  I’m guessing that there are MRI centers which are much better equipped.  The Philips projection solution mentioned in my previous post seems like a great idea, but based I what I experienced—there are still opportunities to innovate here.

Comments

[david feldt]

I have just spent the past 10 weeks suffering with a herniated disk and I am finally on the mend. Don't consider surgery - Physiotherapy, acupuncture etc is the way to go.

BTW, I love your blog - it is one of my Top 10.

Best,
David

[gabby]

The entire patient experience needs to be overhauled--what my mom has endured during treatment for NHL and, most recently, a broken wrist, absolutely horrifies me. Too much responsibility is placed on the patient--to speak up, to ask questions, etc. It ignores the fact that hospitals are scary places and patients are too busy being freaked out and worried to be on top of the question-asking angle.

[Nedra Weinreich]

About a year and half ago, I had a herniated disk -- now completely healed with physical therapy. I've had several MRIs for that and other problems, and I learned the hard way that if you can find a facility that offers an open MRI (there is something directly over you, but the sides are open) it makes a big difference. You're absolutely right that knowing what to expect before you go in the machine is crucial (as well as having the technician talk you through it as each series of images is taken so you know when you can take a deep breath and how soon it will be over). Your idea of a blindfold -- even just a cheap plain one -- is a good one because the temptation to open my eyes was too great sometimes and I always regretted it. I hope you heal quickly!

[Roger von Oech]

I had an MRI in 1993 to see if I needed surgery on my knee. I was very grateful for the experience: I was happy the technology had come far enough to look inside my body to confirm the surgeon's suspicions. The assistant gave me the right mental preparation beforehand. The half hour in the tube I just "gutted out."

You'd think that in the nearly fifteen years since then (especially with the number of MRIs being administered), health care professionals would have learned more about the customer's feelings and mental state in what is obviously an anxiety-inducing situation.

You'd think that they might have learned a few things from the field of dentistry; instead, they learned from the people who designed the Atlanta airport.

[DA]

Thanks for sharing everyone. The interesting thing about this is that to Nedra's point—there are MRI machines which are more open but presumably much more expensive.

However, if you look at my suggestions, some of them are smaller tweaks which could be implemented without investing in a new machine. Much of this comes down to empathy for the patient—as Gabby has stated.

[Jonathan]

Reading your post, I think back to my own experience in the “coffin.” I received a fairly thorough debrief before being placed in the machine and there was a window that let natural light into the room. During the process, I focused on a specific sentence the technician said right before I went in. “It’s going to sound like a construction site when the machine starts,” she said. With all the knocking and clanking emanating from the machine, I could imagine with closed eyes and a tight grip on the “eject me now” buzzer that jackhammer wielding construction workers were making way for a new building. By preparing me for the experience, the staff turned what could have been an unsettling experience into a bearable trip to the doctor. It doesn’t matter their title or the acronyms trailing their name, every employee in an organization sets the stage for future success or failure by the experience/empathy they provide. Hope your experiences and your back get better soon.

[Lewis Green]

David,

Change your health care provider. I needed an MRI 10 years ago, and everything you suggest happened:

1. The room was large, private and comfortable.
2. My preparation was thoughtful, careful and informative.
3. I was lightly sedated.
4. My headsets offered variable programming that I controlled.

It appears your provider either doesn't care much about their patients' comfort zones or is cutting costs at your expense.

[Charles Edward Frith]

I too have been diagnosed with a herniated disc and I'm fascinated that not only on this blog but friends too have reacted the same way towards the MRI. For me an MRI is a welcome diagnosis technique, compared to say a bottle of liquor; not to cut through the pain (nothing does) but to sidle up to unconsciousness that more easily.

Much more preferable than the agony from a possible herniated disc. I just watched 'The Departed' earlier today and totally sympathise with De Caprio when his doctor dispenses a couple of temazepam to smooth out the duality of his undercover role. Good movie if you get the chance. I'd be interested in more physio and acupuncture recommendations, as I've done both with differing results. Also some might find that myofascial pain syndrome and herniated discs have very similar symptoms. Computer posture is often the culprit in both cases.

[gabby]

Kathy Sierra has a recent post much along the same lines. http://headrush.typepad.com/creating_passionate_users/2006/10/reducing_fear_i.html