The Prioritization Matrix of the Dharma Principles in Problematic Diagnostic Radiology Appointment Situations

Abstract

This research article aims to explore the principles of Dhamma used in five problematic diagnostic radiology appointment situations and to analyze the prioritization matrix of the principles of Dhamma that should be used in those situations. This research was qualitative research. The informants were 24 diagnostic radiology appointment officers of a hospital. Data were collected using a survey for service quality development with multiple check box questions. Results were analyzed using descriptive statistics and a method of the prioritization matrix. The research found that 1) in a situation where many patients were waiting for appointments, the principles that should be used were Sati (mindfulness) and Samanattata (impartiality), followed by Khanti (patience) and the 7 Sappurisa-dhammas (seven noble qualities); 2) in a situation where patients were unable to provide accurate information, the principles that should be used were Dana (offering), followed by Khanti (patience) and Mudita (rejoicing); 3) in a situation where appointments could not be made as scheduled by the doctor, the principles that should be used were Piyavaca (kind speech), followed by Karuna (compassion); 4) in a situation where the results reading schedule had not yet been released, the principles that should be used were Atthacariya (rendering services), followed by piyavaca (kind speech); and 5) in a situation where emergency appointments were canceled, the principles that should be used were Upekkha (equanimity).

The prioritization matrix results in the following classification: 1) First priority Dhamma principles include Dana (offering) and Khanti (patience); 2) Second priority Dhamma principles include Piyavaca (kind speech) and Samanattata (impartiality); 3) Third priority Dhamma principles include Karuna (compassion) and Mudita (rejoicing); and 4) Low priority Dhamma principles include Atthacariya (rendering services), Sati (mindfulness), Metta (loving-kindness), Upekkha (equanimity), and the 7 Sappurisa-dhammas  (seven noble qualities. The results of this reflect the potential of Buddhist principles in developing humanistic service behavior and can be applied as a guideline for designing 4E Cognition-based activities to enhance cognitive development among radiology appointment staff.