Everything Matters - Service:
Staff Behavior Expectations
1. Effectively communicate in all interactions with patients, internal customers, and colleagues using the AIDET model:
Introduce
Acknowledge
–
Respect privacy: knock, ask for
permission to enter, use
curtains/doors appropriately
–
Use appropriate greeting, smile
and make eye contact
–
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Call patients and family
members by title and last name
unless given permission to use
first name (ask: “How would you
like me to address you/call
you?”)
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Position yourself on the same
level as the person when
possible
Explain why you are there
–
Answer phones by
identifying yourself, your
department, and stating
“How may I help you?”
–
Give person your undivided
attention
–
DON’T: Use terms of
endearment such as “honey” or
“sweetie”
–
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Communicate confidence
by explaining skill set,
experience, certifications,
etc.
–
Ask if this is a good time for
them to talk with you
–
Introduce yourself by
name and title/role (or
remind patient/person of
your name and role)
Duration
DON’T: Use your title or
function as your only
introduction (i.e., “dietary”
or “patient transport”).
Don’t assume they
remember your name or
role
Explain how much of their time
you will need, for example:
–
• For tests, procedures,
appointments, admissions:
when it will happen, how
long it will take, when
results will be available
Explain what will happen
now, what to expect,
why it is important, and
what will happen next
–
Ensure understanding
and that concerns are
addressed by asking
open-ended questions
after your explanation
(“What questions do you
have?” or “What are you
most concerned
about?”)
• For requests: how long it
will take to fill the request
• For a discussion: how
much time is needed to
complete
–
Explain
DON’T: Speak negatively
about Northwestern, other
departments, other colleagues
(“Department X is always
running late” or “You’re
delayed because we are short
staffed”)
Thank You
–
Summarize/review next
steps (“If it’s OK, I’d like
to briefly review what we
just discussed.”)
–
Ask “What else can I do
for you?” or “What other
questions do you have?”
or an equivalent closing
statement
–
Thank
patient/family/customer
and express appreciation
–
DON’T: Appear rushed
or distracted
2. Follow-up on requests or concerns expressed to you by patients/family/co-workers
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Fulfill request/concern when you are able
Contact the appropriate individual when you are not able to personally fulfill request (escalate to manager, contact appropriate department, etc.)
Explain to patient/family member to whom and why you are handing off the request
Explain next steps and estimated timeframe to resolve or to provide an update
Follow-up to ensure request/concern is fulfilled
Follow-up with initial requestor (patient/family/colleague) to ensure they are satisfied with resolution
Graciously accept a hand-off from another department/colleague and follow-through on what was requested
Remember: Everything matters
DON’T:
• Take negative feedback personally
• Place blame (“It’s X department’s fault”)
• Assume that an issue is resolved once it is handed off
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Everything Matters:
Service Training Program Components
Module 1:
Kick-off Event
(45 minutes)
• Goals:
– Introduce Service
excellence
– Introduce service
principles
– Provide employees with
3-5 behaviors that they
can start immediately
– Generate excitement
for initiative
• Approach
– Series of all employee
meetings at end of April
– Use of music, video,
patient stories
– Sign pledge placards as
tangible commitment to
making service matter
– Post placards in
internal hallways
Module 2:
Classroom Training
(4 hours)
• Goals:
Module 3 and 4:
Leadership Training
(8 hours)
• Goals:
– Introduce importance of
effective
communication
– Set expectations for
managers for service
excellence
– Teach AIDET as a tool
to enhance
communication
– Provide tools to support
embedding and
sustaining improved
service performance in
their areas
– Teach “soft”
communication skills
(active listening, open
ended questions, etc.)
– Reinforce need for
follow through
– Set behavior
expectations for staff
• Approach
“Take it Local”
Dept. Mtgs and Ongoing
Communication
• Goals:
– Adapt AIDET and
service behaviors to the
work of a specific
department
– Continue focus on
service excellence over
time
• Approach
– Provide a tool kit for
ongoing reference
– Department meeting
agendas
– Prepare for “take it
local” department
meeting
– Department meeting
activities
• Approach
– Communication plan
– Video examples
– Video examples
– Role playing
– Role playing
– Written exercises
– Written exercises
– Tool kit
– Prepare for Department
Meeting
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