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Understanding the why of AIDET ® Coach: Kris Ann Piazza Key Words at Key Times.

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Presentation on theme: "Understanding the why of AIDET ® Coach: Kris Ann Piazza Key Words at Key Times."— Presentation transcript:

1 Understanding the why of AIDET ® Coach: Kris Ann Piazza Key Words at Key Times

2 Who is most important to patients in health care?

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?

4 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

5 Customer Needs Internal Respect Courtesy Communication Assistance Understanding Responsiveness To be heard Purpose Worthwhile work Make a difference External Respect Courtesy Communication Assistance Understanding Responsiveness To be heard Relief from symptoms Relief from fear Positive Outcomes

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.

7 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 Visual – Appearance

8 DIMENSION COMMUNICATION CUEFACE-TO-FACEOVER 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 Send The RIGHT Message

9 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 + + Improved satisfaction Increased Compliance

10 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

11 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

12 A Acknowledge IIntroduce EExplanation TThank You D Duration Focus on the “A” and “I” to show courtesy and respect to people. Focus on the “D” and “E” to keep people informed. Focus on the “D” and “E” to keep people informed. 5 Fundamentals of AIDET 12

13 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?

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.

15 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?”

16 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 Vocal - Tone of Voice

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).”

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…

21 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.

22 Johnny the Bagger

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

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  Builds confidence in patients and employees  Creates a good impression of teamwork

26 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 Behavior Standards

27 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 !


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