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?
Let’s 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 isn’t 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
Don’t 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
COMMUNICATION CUE
FACE-TO-FACE
OVER THE PHONE
7 % of what people
13 % of what people
VERBAL
Choice
of WORDS
believe is based on
the words they hear
believe is based on
the words they hear
38 % of what people
86 % of what people
believe is based on
how the words are
spoken
believe is based on
how the words are
spoken
VOCAL
TONE
of voice
55 % of what people
VISUAL
LOOK
of the communication
believe is based on
what people see in
another person
1 % of what people
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.
Decreased
Anxiety
+
Increased
Compliance
=
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.
A
Acknowledge
I
Introduce
Focus on the
“D” and “E” to keep
people informed.
D
Duration
E
Explanation
T
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 organization’s
commitment to excellent service by everyone.
• At 10 feet
• Make eye contact, SMILE and/or nod to
those you encounter
• 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. I’m Cindy, one of the employees at (facility).
You look a little lost. Can I help you find
something?”
Internal customer:
“Hello. I’m 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 don’t
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:
“(Customer’s 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, I’ll be happy to…
It’s 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 don’t know” is never an acceptable answer. If
you don’t 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 don’t 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 – don’t 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 !