AIDET
The cornerstone to our success
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Why is the use of
AIDET so important ?
Reduces patient anxiety
Increases patient compliance
Improves clinical outcomes
Increases patient satisfaction

A
Eye contact
Smile
Stop whatever you are doing so your patient knows they are the most important person at that time
Acknowledge the patient by their name

I ntroduction:
Welcome
State your name
State your department
State your role in the customer’s care

D uration:
Explain how long before the visit, procedure or process will start
Explain how long the visit, procedure or process will take
Explain what will happen afterwards
Report progress periodically so your customer knows he or she is not forgotten

E xplanation:
Explain the procedure in terms understandable to the patient
Explain who will be involved in providing their care
Explain if the process will cause pain or discomfort, or if any post procedure instructions are necessary
Offer to answer any concerns, questions, or resolve any complaints

T hank You:
Say, “Thank you for allowing us to provide for your healthcare needs.
Ask, “Is there anything else I can do for you?”
Adapted from the book “Hardwiring Excellence” by Quint Studer