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Key Words at Key Times

Understanding the
why of AIDET

Coach: Kris Ann Piazza


Krisann.piazza@studergroup.com

Who is most important to patients


in health care?

Lets think about it


Can patients get the right treatment for successful
outcomes without providers to diagnose?
Can a provider deliver care without a skilled nursing staff?
Can nursing provide care if there are no supplies on the
unit?
Can we purchase supplies without a strong operating
margin?
Can we monitor budgets without valid finance reports?
Will finance reports be available if IT isnt responsive to
computer issues?
Will patients return to the hospital if it seems unclean?
How valuable is good nutrition to healing?

Customers
External
Anyone outside the organization that has a choice
about where to go for health care services.
If they do not like our product or service they take
their business elsewhere.

Internal
Anyone within the organization that depends on you
to help them provide a service to our external
customers

Customer Needs
External

Internal

Respect

Respect

Courtesy

Courtesy

Communication

Communication

Assistance

Assistance

Understanding

Understanding

Responsiveness

Responsiveness

To be heard

To be heard

Relief from symptoms

Purpose

Relief from fear

Worthwhile work

Positive Outcomes

Make a difference

First Impressions
Good first impressions build
trust and confidence in
patients, visitors, staff and
our colleagues.
Within the first few moments
of meeting you, these people
will form an opinion of you.
Right or wrong, that opinion
may greatly influence your
ability to do your job.

Visual Appearance
Make eye contact, and be in
control of your facial expressions
Dont roll your eyes,, sigh
Nod when listening to show you
are engaged (Acknowledge)
Wear your proper uniform and a
visible name badge
Follow personal cell phone/iPod
policies

Send The RIGHT Message


DIMENSION

VERBAL

VOCAL

VISUAL

COMMUNICATION
CUE

FACE-TO-FACE

OVER THE
PHONE

Choice
of WORDS

% of what
% of what
people
believe is 13
people believe is
7
based on the
based on the
words they hear words they hear

TONE
of voice

% of what
% of what
people believe is 86
people believe is
38
based on how the
based on how
words are
the words are
spoken
spoken

LOOK
of the
communication

% of what
55
people believe is
based on what
people see in
another person

% of what
1people believe is
based on what
people see in
another person

AIDET is a framework of communication


that we can use with patients, their family
members and one another to reduce anxiety
and improve perception of care and service.

Improved
satisfaction

WHY should we use it with Patients?


1. Reduces patient and family anxiety by establishing

trust
2. Improves compliance for better outcomes because

patients will cooperate more readily with their plan


of care as a result of that trust
3. Clear communication creates a safe environment

to receive care
4. AIDET helps us build customer loyalty; we want

to be their preferred healthcare provider of choice

WHY should we use it with


Coworkers?

1. Reduces coworker anxiety about whether or not they

can count on you by establishing trust


2. Improves teamwork because colleagues will

cooperate more readily with you as a result of that


trust
3. Clear communication creates a more efficient ,

helpful and healthier environment to work in


4. AIDET helps us build loyalty to one another; we

want to feel good about the people we work with and


for

5 Fundamentals of AIDET
Focus on the
A and I to show
courtesy and respect
to people.

Acknowledge

Introduce

Focus on the
D and E to
keep people
informed.

Duration

Explanation

Thank You

12

Tips for when and how to use AIDET


1. The elements of AIDET are important in every

interaction with a customer on some level.


2. Elements of AIDET do not have to be delivered in any

specific order.
3. There are times when you will need to verbalize only

one or two of the elements of AIDET.

Ask yourself: are there gaps I may need to fill for the
person I am talking with?

When walking down the hall


The 10/5 Rule is a visual manifestation of the organizations
commitment to excellent service by everyone.
At 10 feet
Make eye contact, SMILE and/or nod to
encounter

those you

At 5 feet
Deliver a verbal Hello
Is this an opportunity? Does something look wrong? Do
they look lost? Can I see a gap?
NO. Move on
YES. Approach the customer; introduce yourself and
ask how you can help.

Samples
External customer:
Hello. Im Cindy, one of the employees at (facility).
You look a little lost. Can I help you find something?

Internal customer:
Hello. Im Cindy from Accounting. You look upset.
Can I help you with something?

Vocal - Tone of Voice


Smile it can be seen and heard!
Pitch vary the pitch of your voice and avoid dull
monotones
Volume speak loud and clearly to indicate confidence
and commitment to the patient
Emphasis emphasize certain words during the
conversation to convey meaning and importance
Enthusiasm sound interested by asking questions

When greeting someone in person,


always say:
Good (Morning ). How may I help you?
A visible name badge at shoulder level can play an active part

of introduction

Brief interactions:
Listen to need. Provide assistance.

After a more prolonged interaction, ask the customer


the following:
Is there anything else I can do for you today? Okay, my name

is Sarah. If you have more questions, just ask for me, but any
of our employees will be happy to help you!

When answering the phone, always say:


Thank you for calling (Your Department). This is
__________. How may I help you?
Always ask the name of the person calling if they dont
give it first:
May I ask who is calling, so I can personalize the call?
After a request is met, ask the customer the following:
(Customers Name) is there anything else I can do for
you?
When completing the call, say: Thank you for calling
(hospital or department).

Key Words At Key Times

Key Words Customers like to hear


Certainly, Ill be happy to
Its my pleasure
Thank you
May I help you?
Here is what I can do to get you what you
need

1-2-3 of Ownership
1. I dont know is never an acceptable answer. If

you dont have the answer, connect the customer


to the right person who does.
2. Do not abandon the customer until the connection

is made.
3. Welcome customer feedback, and dont take it

personally.

Johnny the Bagger

http://www.youtube.com/watch?v=qOZPlt3Ha0Y

Create your own AIDET


Spend 5 10 minutes to create
your own AIDET that will work
for your situation
Break into small groups (2-3
persons)
Each person present their
AIDET
Provide and accept feedback in
small groups regarding AIDET

Managing Up

Benefits of managing-up
Saying positive things about self
Builds confidence in patients and employees
Creates a good impression of leadership

Saying positive things about others


Builds confidence in patients and employees
Creates a good impression of teamwork

Behavior Standards
Always SHINE show respect and be kind
Always work together we are on the same team.
Always serve others no job is beneath you.
Always maintain high standards of quality and safety Best Practice every time.
Always communicate clearly be compassionate

Always practice integrity maintain confidentiality


Always be accountable take responsibility
Anticipate, Apologize, Acknowledge, Amend (4A) process
Always empower create an environment of success
Always excel dont settle for mediocrity
Always promote Wellness Make choices for a healthy lifestyle

Strive for excellence in all that we do


Do your best and be your best
SHINE!

Thank You
and
Welcome to
Summit Healthcare !