AIDETSM

AIDET

The 5 Fundamental Behaviors of Communication:

Acknowledge, Introduce, Duration, Explanation,
& Thank

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Training Purpose and Outcomes

THE PURPOSE:
Establish the case for communication excellence
Teach the 5 AIDET behaviors

YOU WILL BE ABLE TO:

Use AIDET with every patient every time

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THE CASE FOR COMMUNICATION EXCELLENCE

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Highest Priorities of Patients

The results of an external Patient Focus Group
showed that patients 3 highest priorities for
healthcare were communication related:
the quality of the initial
clear and warm
the quality of instructions

interaction
communication
given

Source: KP Care Experience Council 2008

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AIDETSM = Five Essential Communication Behaviors

Its all about building connection. Connection builds trust. Trust builds patient
compliance. Compliance builds better health for our patients. And thats the real
picture. Source: Scott Abramson, MD, KP GSAA, Communication Consultant, Why My Wife Thinks Her Doctor is so Nice , January, 2006

Acknowledge

Introduce

Duration

Explanation

Thank You

Decreased
anxiety

+
Increased Compliance

=
Improved health outcomes
& satisfaction

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Every Patient, Every Time, Every Role

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The Results are In

External Organizations
Increase of
28%ile
points

Source: 2007 AIDET product evaluation survey of

PARTNERS and NONPARTNERS

The impact of AIDET at the Kaiser

Permanente HI Maui Lani Clinic:
Health Care Rating (Increase of 6.3%)
Personal Doctor Rating (Increase of 5.4%)
Personal Doctor Communication Measures
Explained Things (Increase of 9.2%)
Listened Carefully (Increase of 8.0%)
Showed Respect (Increase of 11.4%)
Spent Enough Time (Increase of 11.0%)
Ability To See Personal Doctor (Increase of 12.4%)
Access To Routine Care (Increase of 15.1%)
Specialist Rating (Increase of 9.0%)
Access To Specialists (11.4%)
Source: KP National Market Research Results From The METEOR Survey
CY 2009 vs Spring 2010, WCW August 2010

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THE AIDETSM BEHAVIORS

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Acknowledge

Create the impression that you

are really glad to see them and
anyone with them.
Smile
Eye Contact
Greet: Hello, Good afternoon,
etc.

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Acknowledge

Some tips
Address the patient/member by name
if possible.
Mr. Garcia, it is nice to see you again.
Were ready for you, Ms. Evans.
If you dont know their name or how
to pronounce their name ask
politely.
Acknowledge everyone who is
accompanying the person.

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Acknowledge

An Example for a medical assistant

Hello, Mr. Jones [shaking hand].
If you already know them:
Im glad to see you again. Its been 6 months since you were last here.
If you dont know them:
Nice to meet you. I am sorry to hear you have a nagging cough.
If anyone is with them:
And who is this with you? [get names of those with and shake hands].
Well, Ms. Jones, I am glad you could make it in with Jim today. It is
good to see he has you to come along with him.

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Writing your own AIDETSM

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Introduce

Basic Introduction
Name
Role

Patient Centered Introduction

Name
Role
Statement that Builds Trust and
Confidence in your abilities*
*http://kpnet.kp.org/qrrm/service2/SOE/trust.html
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Introduce

Some tips
Use a comment that Builds Trust and
Confidence in the care experience.
- your background, skills, experience,
certifications
- your experience in dealing with the
business/procedure at hand
- your intentions to provide them excellent
service today
- your coworkers, other departments,
physicians, Kaiser
At all times the patient has the right to know who is treating them.
Source: Patient Bill of Rights Article 3

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What if you are new?

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Introduce

An Example
Good Morning, Mrs. Jones. My name is Juan. I am
a certified phlebotomist and will be drawing your
blood this morning. I have over 3 years experience
and do thousands of blood draws each year. I am
going to take excellent care of you.
What can you say to help build trust and
confidence in your abilities?
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Duration

Give the member/patient a time

expectation
How long before follow up?
How long before the doctor comes
in to see them?

If there is a wait time, give time

expectation of that wait

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Duration

Some tips
Give duration estimates for all
possible timeframes:
- Wait Times: When can I expect to
feel better? When will this go away?
- Procedures: How long will the test
or procedure take?
- Business Processes: How long will
it take for the specialist to see me?
- Results: How long will it take to get
the results?
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Explain

Keep the member/patient

informed by explaining all
tasks, processes, and
procedures
Avoid medical jargon

Assist member/patient to have

clear expectations of what will
be occurring and when

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Explain

Some tips
Narrate the care as you are
providing it. Highlight the value for
the patient.
- For your safety, I am now going
tobecause.
- I will need you to
because..for your comfort.
- What will happen and what you
should expect?
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Thank

Thank the member/patient for

their time, patience (if had to
wait), or for choosing Kaiser
Permanente
Ask if there is anything else that
you can do for the member
before ending the interaction

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Thank

Some tips
Be specific about why you were glad to partner with
them:
- I really appreciated you being so clear about your
symptoms.
- It is great to have you so engaged and willing to get
this back on course.
- Thank you for bringing in those over the counter pill
bottles. That helped.
- I look forward to working with you to get you back to
work.
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Lets Practice!

Situation #1: A member just walked up to your front desk window to check in.
It is obvious the person is not feeling well and seems anxious to see a
physician. You are the Front Desk Clerk. Use AIDET to help this member.

Situation #2: A member needs several vials of blood withdrawn. The member
seems nervous about being poked with a needle. You are the lab tech. Use
AIDET to help this member.

Situation #3: A member has an unknown mass in their right breast, and now
must have an X-Ray/CT-Scan done. You are the technician. Use AIDET to
help this member.

Situation #4: After waiting for an appointment with the physician, then lab,
then radiology, the member is now at pharmacy. The doctor has prescribed a
new drug for the member. You are the pharmacist. Use AIDET to help this
member.

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Observation & Feedback

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WRAP UP

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Objectives Met:

Use AIDETSM with every patient every time

Support your team to improve their
consistent use of AIDETSM
Improve the patient/member experience

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Credits

KP National Service Quality

KP Hawaii Maui Lani AIDET Implementation Team
KP Northwest Service Excellence Team
Studer, Q., (2003). Hardwiring for Excellence. Fire Starter
Publishing

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Thank you for joining us today!

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