4Customers 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.InternalAnyone within the organization that depends on you to help them provide a service to our external customersExternalThese 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)InternalThis 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.
5Customer Needs External Internal Respect Courtesy Communication AssistanceUnderstandingResponsivenessTo be heardRelief from symptomsRelief from fearPositive OutcomesInternalRespectCourtesyCommunicationAssistanceUnderstandingResponsivenessTo be heardPurposeWorthwhile workMake a differenceEach 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.
6First ImpressionsGood 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 experienceA positive first impression has multiple benefits.Patients and employees will begin to trust youPatients 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 requestsPatients 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?
7Visual – AppearanceMake eye contact, and be in control of your facial expressionsDon’t roll your eyes,, sighNod when listening to show you are engaged (Acknowledge)Wear your proper uniform and a visible name badgeFollow personal cell phone/iPod policies
8Send The RIGHT Message 7 13 38 86 55 1 DIMENSION COMMUNICATION CUE FACE-TO-FACEOVER THE PHONEVERBALChoiceof WORDS% of what people believe is based on the words they hearVOCALTONEof voice% of what people believe is based on how the words are spokenVISUALLOOKof the communication% of what people believe is based on what people see in another person7133886NOTE: 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).ExampleSay 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.)551
9Improved 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 AnxietyIncreased ComplianceAIDET 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=
12A Acknowledge I Introduce D Duration E Explanation T Thank You 5 Fundamentals of AIDETFocus on the “A” and “I” to show courtesy and respect to people.AAcknowledgeIIntroduceFocus on the“D” and “E” to keep people informed.DDurationEExplanationAIDET 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 confidenceTThank You1212
15Samples 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?”
16Vocal - Tone of Voice Smile – it can be seen and heard! Pitch – vary the pitch of your voice and avoid dull monotonesVolume – speak loud and clearly to indicate confidence and commitment to the patientEmphasis – emphasize certain words during the conversation to convey meaning and importanceEnthusiasm – sound interested by asking questionsPitch – 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
17When 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 introductionBrief 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!”
18When 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.
211-2-3 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.
22Johnny 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.
23Create your own AIDETSpend 5 – 10 minutes to create your own AIDET that will work for your situationBreak into small groups (2-3 persons)Each person present their AIDETProvide and accept feedback in small groups regarding AIDET
26Behavior 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 compassionate1. Treat others with empathy and compassionEstablish a positive/special relationship with our customers, be respected by othersBe loyal, respectful, confident, and demonstrate proper manners.2. Team members include physicians and hospital staffValue the team’s unique abilities and strengthsTreat 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 issuesBe 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 othersProvide clear explanations and ensuring clarity of communicationCommunicate information early and often; keep the information simple and succinct and keep our patients and their families informed about their care6. Inspire positive values, moral conduct, and ethical behaviorFollow the confidentiality guidelinesBe truthful and honest in all actions and statements7. Act to reverse customer service breakdown situations using theAdmit to and learn from mistakesAvoid 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 outcomesChoose to have a positive attitude each dayUnderstand Summit Healthcare’s culture and goalsEmpower patients and others through education, autonomy and respect
27Do your best and be your best S H I N E ! Always practice integrity – maintain confidentialityAlways be accountable – take responsibility“Anticipate, Apologize, Acknowledge, Amend” (4A) processAlways empower – create an environment of successAlways excel – don’t settle for mediocrityAlways promote Wellness – Make choices for a healthy lifestyleStrive for excellence in all that we doDo your best and be your bestS H I N E !