1. Understanding the why of AIDET®
Key Words at Key Times
Understanding the why of AIDET®
Notes for Quarterly Management Meeting
Coach: Kris Ann Piazza
© 2010 Studer Group

2. Who is most important to patients in health care?
© 2012 Studer Group

3. 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?
The point this slide makes is that we are all essential to the patient experience on some level.
Whether you are at the bedside or behind-the-scenes, not a single person at our facility can take care of a patient alone. We need each other to be successful.
© 2012 Studer Group

4. Customers External Internal
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
External
These people are our security. When we meet or exceed their expectations, they come back. If they do not like our product or service… they take their business elsewhere.
All else being equal-why should patients choose us? Skilled ,safe, competent ,high tech care is expected from us-the patient loyalty factor can be influenced by outstanding service.
Ask group to name external customers (i.e. patients, families, referring doctors)
Internal
This is you and me. The main objective for each of us is to serve the patient. By working with internal customers, external customer needs and expectations can not only be met but also exceeded.

5. Customer Needs External Internal Respect Courtesy Communication
Assistance
Understanding
Responsiveness
To be heard
Relief from symptoms
Relief from fear
Positive Outcomes
Internal
Respect
Courtesy
Communication
Assistance
Understanding
Responsiveness
To be heard
Purpose
Worthwhile work
Make a difference
Each of our colleagues is an internal customer in their efforts to help the patient. We each have the same human needs for the most part, and our internal customer’s needs are really not that different from our external customers’ needs.
Discuss a few examples of the needs we each have, then compare them to the external customer’s needs. Reinforce how we all want to be treated with simple human courtesy and compassion. Take time to point out the additional customer needs when they come to a hospital.
Until we can provide care and service that meets these needs on an internal level, we will never be able to take care of our external customers needs in these areas.

6. 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.
Patients often don't think a lot about the quality of medical care they receive since they expect it to be high. They do, however, spend a lot of time evaluating the cleanliness of their room, the quality of the food, and the people providing care and services for them.
How long do you think it takes to make a first impression? 3 Seconds. Within the first 3 seconds most people have already decided if this is going to be a good or bad experience
A positive first impression has multiple benefits.
Patients and employees will begin to trust you
Patients and employees will want to work with you (cooperation), so your work becomes easier.
A negative first impression has multiple consequences.
Patients and employees will not trust you and may become defensive, suspicious of your requests
Patients and employees will not want to help you help them (no trust)
What other ramifications of either a good first impression or a bad first impression can you think of?

7. 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

8. Send The RIGHT Message 7 13 38 86 55 1 DIMENSION COMMUNICATION CUE
FACE-TO-FACE
OVER THE PHONE
VERBAL
Choice
of WORDS
% of what people believe is based on the words they hear
VOCAL
TONE
of voice
% of what people believe is based on how the words are spoken
VISUAL
LOOK
of the communication
% of what people believe is based on what people see in another person 7 13 38 86
NOTE: This slide is animated and will add the percentage numbers as you click through it.
There are three ways we communicate with one another. I think you will be surprised by just how much or how little impact each one of these things actually has on our customers’ willingness to trust us and make a human connection.
Albert Mehrabian, a social scientist, conducted research and found that certain behaviors associated with communication make a bigger impression on people than others. These behaviors have been sorted into three dimensions, we call communication cues: Verbal, (refers to the choice of words we use); Vocal (refers to the tone or attitude of our voice when we are speaking) and Visual (refers to how we look when we are speaking; not only what our body language is saying, but also what is our face saying, and what are our eyes saying).
Example
Say the words “Can I help you?”
Demonstrate how differently these simple words can be spoken using verbal, vocal, and visual cues that can lead to various interpretations from the patient. Saying the words, “Can I help you?” is not enough.
The phrase is fine, but the type of inflection you put on the words as well as the body language you are showing while saying them, all have an impact on whether or not the person believes you. Many times, the non-verbal communication cues we are giving off are so negative and loud that patients never hear or trust a word we are actually saying (a doctor in a hurry, a task-focused nurse, an impatient or bored receptionist, etc.) 55 1

9. Improved satisfaction
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
AIDET is a simple acronym that represents a very powerful way to communicate with people who are often nervous, anxious, and feeling vulnerable. By nature Healthcare is a reactive profession. AIDET allows us to shift our thinking to being proactive as we seek to share our knowledge and experience. It allows us the opportunity to keep our patients informed as we perform tasks that are common to us, but uncommon to them.
To successfully implement AIDET℠ does not rely on scripted conversations, but it does rely on awareness of the messages we are sending to patients and families, both verbally and nonverbally.
Taking ownership of establishing a positive first impression and your own communication cues will help you use AIDET℠ most effectively. +
Improved satisfaction =

10. WHY should we use it with Patients?
Reduces patient and family anxiety by establishing trust
Improves compliance for better outcomes because patients will cooperate more readily with their plan of care as a result of that trust
Clear communication creates a safe environment to receive care
AIDET® helps us build customer loyalty; we want to be their preferred healthcare provider of choice
Narrating the care that’s being provided.
© 2011 Studer Group

11. WHY should we use it with Coworkers?
Reduces coworker anxiety about whether or not they can count on you by establishing trust
Improves teamwork because colleagues will cooperate more readily with you as a result of that trust
Clear communication creates a more efficient , helpful and healthier environment to work in
AIDET® helps us build loyalty to one another; we want to feel good about the people we work with and for
Narrating the care that’s being provided.
© 2011 Studer Group

12. A Acknowledge I Introduce D Duration E Explanation T Thank You
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
AIDET is a simple acronym that represents a very powerful way to communicate with people who are often nervous, anxious, and feeling vulnerable. It allows us as trained health care professionals to share our experience, knowledge, and training.
This Acronym can help you establish trust.
Talk about ways to show acknowledgment: eye contact, smile, nod of the head, etc.
Managing up self build confidence T
Thank You 12 12

13. Tips for when and how to use AIDET®
The elements of AIDET® are important in every interaction with a customer on some level.
Elements of AIDET® do not have to be delivered in any specific order.
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?
© 2012 Studer Group

14. 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.
“Hello. I’m Cindy one of the managers at Summit Healthcare. Can I help you find something?”
© 2012 Studer Group

15. Samples External customer: Internal 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?”

16. 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
Pitch – do you vary the pitch of your voice or do you speak in a dull monotone voice?
Volume – do you speak loud and clearly to the caller indicating confidence and commitment to the customer? Or are you soft spoken and sound uncertain of what they you’re saying, leaving a customer unsure of your willingness and/or ability to help?
Emphasis – Are certain words emphasized during the conversation to convey meaning and importance to the caller? Again be alert for a dull, monotone voice that will leave customers feeling dull and dreary about our organization.
Enthusiasm – Your either have it or they won’t. “Faking it” isn’t a viable long term option

17. 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!”

18. 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).”
In telephone conversations, AIDET® is extremely important. So much of our message is lost when we cannot rely on the visual cues of body language. Standardizing the content of telephone communication with AIDET® can fill some of that gap.

19. Key Words At Key Times

20. 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…
These key words did not connect the dots for people, but they are common key phrases that people respond to in a positive way
© 2012 Studer Group

21. 1-2-3 of Ownership
“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.
Do not abandon the customer until the connection is made.
Welcome customer feedback, and don’t take it personally.

22. Johnny the Bagger http://www.youtube.com/watch?v=qOZPlt3Ha0Y
Why did we show a story about a bagger when we’re talking about health care? Because Johnny valued his role in connecting with his customer. He connected on a human level, which captivated people. He could have bagged faster or neater; instead he reached out to them on a personal level.

23. 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

24. Managing Up
Talk about manage up in the introduction section and it’s value.
Internal customer example:
What if someone’s computer crashed and needed IT to fix it? What would be the value in managing up personal experience in length of career in IT? How can we help relieve some of that anxiety?
Customer: “I have a report due in two days! How am I ever going to get it done if my files are gone?”
IT: “I don’t want you to worry Joel. I have been working in IT for 10 years, and there is not a hard drive created that I can’t recover files from! Give me until four o’clock, and I will let you know if I can retrieve what you lost.”
© 2012 Studer Group

25. 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
Creates a good impression of teamwork
When you manage up yourself, you put patients and their families at ease by telling them your job title, years of experience, certification or licensure, and special training you have completed, or the number of procedures you
Other departments:
“Hello, Mrs. Smith. I see this afternoon you will be going down to the radiology department. Radiology has state-of-the-art technology and an excellent staff. They are aware you will be down there this afternoon and are well prepared for you. Our goal is for you to be very satisfied . . .”
Physicians:
“Mrs. Smith, I see Dr. Simon is your physician. She is excellent and very good at listening or answering patient questions. You’ll be really be pleased with the care you receive from Dr. Simon . . .”
© 2012 Studer Group

26. 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
1. Treat others with empathy and compassion
Establish a positive/special relationship with our customers, be respected by others
Be loyal, respectful, confident, and demonstrate proper manners.
2. Team members include physicians and hospital staff
Value the team’s unique abilities and strengths
Treat co-workers with respect. Recognize their talents and contributions.
Accept constructive feedback and use it as a tool to grow. Avoid gossip and hurtful remarks, and think before you speak.
3. Create and promote a joyful, caring, and respectful environment.
Anticipate the wants and needs of the people we serve is key to providing excellent service. Seek to understand by asking: “How can I help you?” and “Is there anything else I can do?”
Be an asset to co-workers – volunteer before being asked.
4. Be dedicated to our medical center, take pride in the quality of our work and have confidence in our abilities.
Ensure high quality of service, educate, anticipate, and follow through. Know the policies and procedures, both hospital-wide and departmentally, relating to safety issues
Be accountable for the safety of yourself, co-workers, patients and others.
5. Respond with respect, honor and recognition
“Ask, listen, act” – active listening – anticipating the needs of others
Provide clear explanations and ensuring clarity of communication
Communicate information early and often; keep the information simple and succinct and keep our patients and their families informed about their care
6. Inspire positive values, moral conduct, and ethical behavior
Follow the confidentiality guidelines
Be truthful and honest in all actions and statements
7. Act to reverse customer service breakdown situations using the
Admit to and learn from mistakes
Avoid phrases such as, “It’s not my job.” If you are unable to meet a request, you should be responsible for finding someone who can. Understand and accept the responsibilities of the job. Take charge of these responsibilities, including the financial impact of how to utilize resources.
8. Proactively influence events and outcomes
Choose to have a positive attitude each day
Understand Summit Healthcare’s culture and goals
Empower patients and others through education, autonomy and respect

27. Do your best and be your best S H I N E !
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
S H I N E !

28. Thank You
and
Welcome to
Summit Healthcare !