1. Service Excellence AIDET
Trainer opens using AIDET (Make sure the co-trainer and/or support introduces themselves or you introduce them and their role as well)
Welcome to World Class Service: AIDET training. My name is __(NAME)__ (A/I) and my co-trainer is _______. Together, we will guide you through this 2 hour program (D). This program has been adapted from the service excellence training from Henry Ford Hospital. We will talking about what patient engagement means to us personally and the business case for good customer service (E). Thank you all for being part of this workshop (T). If you have any questions, comments or concerns through the training, please don’t hesitate to ask. Acknowledge that we just used AIDET, and that by the end of this training they will be able to demonstrate this as well.
Listen to Patient Story OR read a story

2. Thank you for participating in this Service Excellence (AIDET) training. Our goal is to take the patient satisfaction and emotional care of patients to another level.  It is only through the efforts of our staff that we will continue to increase patient satisfaction. If we treat patients in the same manner that we would like our loved ones to be treated – we cannot go wrong David Musyj, President and CEO
I’d like to begin with a message from our Leadership. David Musyj, WRH President and CEO, encourages you to look at this training from a higher level. It’s not just the physical tasks we complete individually each day, it’s the cumulative effect we have on the patient’s emotional well being that makes the difference.
If we care for our patients’ and families the way we care for our own, we can never go wrong.

3. WRH Mission / Vision and Motto
Our Mission: Deliver an outstanding patient care experience driven by a passionate commitment to excellence. Our Vision:
Outstanding Care – No Exceptions
Our Motto:
Compassion is our Passion
The fact is that the majority of us go into healthcare to help people…to improve the lives of others. Caring for others aligns with our own core values and the mission of WRH.
Our Mission is what we do – Read Mission Statement
Our Vision is where we are going; what we will achieve if we complete our mission each and every day.
ASK: Does anyone know our WRH Vision statement? Click once for answer to appear.
The strategies within this training session will help us make our vision and mission a reality.

4. WRH Guide to Service Excellence
Mission
& Vision
AIDET
Service Excellence
Patient
Experience
Task
Force
Lullaby /
Lean on Me
Above & Beyond
Service Recovery
We don’t expect you to achieve the mission and vision on your own – WRH has a toolkit to assist you in providing Work Class Service/Excellent Customer Service:
Lullaby/Lean on Me – the Lullaby indicates the new birth of a baby and the “Lean on Me” song plays to remind us that what we do matters. We take a minute to remember that every moment counts and works towards “Outstanding care, No Exceptions”
Above & Beyond– This program is a way to recognize individual efforts in providing excellent service and going Above & beyond their normal duties to provide such care.
Wellcome Mat/Concierge – The wellcome mat program is currently being implemented on the SSU at Met campus. Volunteers go to newly admitted patient rooms to ‘orient’ them to our hospital services (parking, tv, ordering food, where to get coffee etc). After the orientation is done, they will ask the patients to answer 3 questions about patient satisfaction (emotional support questions that come standard from the Province); The Concierge program in the ED is a program set up to help address immediate needs and concerns of our patients in this area.
Patient Bill of Rights – the rights of patients – it is posted on the WRH internet site and given to patients in their orientation brochure.
Service Recovery – Service recovery kits are located in specific areas of the hospital and contain small incentives that can be offered to patients/families to assist in creating a more positive experience with us (e.g. Tim cards, parking passes, cafeteria vouchers etc) See your manager for more information.
Patient Experience Task Force – This is a multi-disciplinary team of people (including patients) to come up with new ideas on how we can serve our patients. Many of these ideas stemmed from this team of people. If you have ideas, we encourage you to submit them to this team.
AIDET – This is the piece we will be focusing on today. AIDET is meant for our initial interactions with others. It is NOT a tool for de-escalating behaviour. It is simply a proactive method that encourages/focuses on consistent communication and interaction (every time, every guest)
Patient Bill of Rights
Wellcome
Mat/
Concierge

5. Results Cone
You are going to get out of this class what you put into it. At the end of this session, we are going to challenge you to reflect on what you are about to hear today, and identify new insights for yourself.
Consider the following:
It is Friday and you are on your way to work. You didn’t get much sleep the night before and find yourself saying “I don’t even want to be here. I just want to get this day over with”. That is called “insight”, or what you think. That thought then influences your beliefs (you just carry on your day on “auto-pilot”, rather than “in-the-moment”). Those beliefs then influence your behaviour (you ignore others, focus on task only, etc.) which effects the results (e.g. wait times, patient satisfaction, etc.).

6. What the Patient Thinks
Patients don’t care how much you know until they know how much you care.
We have talked about the basic tenant of service excellence at WRH (mission, vision, service recovery etc). We’d like to now focus on the perspective of the patient.
READ QUOTE then ASK “what does this statement mean to you?” / “Do you believe this statement to be true?
Example: A surgeon could be the best in the world (highly educated, skilled, experienced) but if s/he is always too busy to come out and speak with the family after surgery, an emotional void is evident. That family won’t remember your level of education or the number of successful surgeries; they will remember that you didn’t have time to answer their questions and provide them with information and support.

7. You are the Moment of Truth ...
MOMENTS OF TRUTH
You are the Moment of Truth ...
END
START
If you get it right,
you have a chance to undo all the wrongs that may have happened to the customer before seeing you.
CYCLE OF
SERVICE
Any episode where the customer comes in contact with the organization and gets an impression of its service.
If you get it wrong,
You are erasing the good memories of care and service the customer has had up until now.
ASK: “What are the first 3-4 steps of a patient’s visit to MET campus? (e.g. they find parking, check in at the welcome desk, go to admitting, speak with a volunteer, use hand sanitizer etc)
Each of these interactions is called a Moment of Truth, an opportunity to make an impression on the individual pertaining to our organization. We have the ability at any one of these interactions to shape or change a patient/family member’s impression. Each black dot on the circle is a different interaction with the patient.
Each of us plays different roles in the patient’s experience here at WRH. Interactions may include:
Interacting over the phone ; Greeting at the front desk; Meeting in the exam room; Passing a patient in the hallway/cafeteria/gift shop
Improving processes for our patients; Gathering materials and information to help the patient; Setting up the environment to best serve our patients; Interacting with co-workers; And much, much more…
And each and everyone of us have the opportunity to make it a good or bad interaction with the person. Service Excellence research indicates that if a guest experiences something 3 or more times, they assume it must be the standard. Giving a guest a positive experience also makes the transition to the next service point a more positive one and continues to build momentum (which will help staff at that next service point as well!)

8. Please Stand Up Exercise
ASK everyone to “Please stand up. I am going to ask you a series of questions. If the answer to any of these questions is ‘yes’, please sit back down”. (you only need to continue with questions until all are seated)
Have you ever been admitted to a hospital?
Have you ever visited someone in a hospital?
Have you ever visited a health care provider (family MD, clinic etc?)
Were you born in a hospital?
We are all healthcare workers, but we are also all patients and customers of healthcare. Sometimes as employees, we forget what it is like to the patient or the visitor. We are asking you to take this training through the eyes of the patient, family or visitor and to tap into your own experiences as a consumer of healthcare.

9. YOU Are the Patient! Activity
To further put us in the mind of the patient: we are going to do a team activity:
ASK people to please get into teams of 6 (approximately)
DO NOT CHANGE SLIDES until in groups. Hand out activity kit to each group and THEN display the instructions.

10. Instructions
1. Select one person to act as the “patient” in your group
The person chosen to be the patient must:
Leave the room and go to the nearest rest room
Remove all of your clothing and put on the patient gown
Remove all jewelry and any valuables and place in the marked bag
Share with your group if you have glasses, dentures or a hearing aid(s)
2. PLEASE send the person playing the patient to the co-facilitator
Read Instructions aloud. DON’T overplay the activity – keep it quick paced. DON’T let anyone leave the room.
Give the group 60 Seconds to choose the who the patient will be.
Facilitator Instructions:
Form teams of 5 to 6 people. One person from each team come up and get two supplies for your team (i.e., gown, clear bag)
Once teams all have their supplies tell them they need to make a decision. Read the “Instructions” then ask for the one volunteer from each team to come up to the front of the room
Leave several moments to get through laughter, shock, realization that each team has to come up with someone.
Do not let anyone leave the room. Observe how each team is making their decision, be prepared to use some of your observations in the debrief.
Once you have a member from each team at the front of the room, co-facilitator ‘takes them out’/announces that this was just an exercise.
DEBRIEF on next slide while teams are standing

11. Debrief
What was your honest initial reaction when you thought that ONE OF YOU may have to follow the instructions?
Did someone volunteer? Were others relieved they did not have to go?
Did anyone think that there was NO WAY that anyone could make you do this?
Do you know how many people at WRH are asked to do this on a daily basis? People just like you and me…
How might our tone of voice, the words we use and/or the acknowledgement of their discomfort make this easier?
(co-facilitator write down on a flipchart their observations/words they use to describe how they felt)
Along with your observations, ask the following questions:
Why did we do that to you? (to give participants the pt perspective – pts at WRH are asked to do this on a daily basis)
How did you feel when you were given the instructions? (Uncomfortable, anxious etc.)
How was the patient selected in your group? (Voluntold, volunteer, rock-paper-scissor, etc)
What could staff do to ease the discomfort of this situation? (clothing comfort, remain calm and professional, answer questions, provide information, give undivided attention, maintain eye contact, be mindful of tone, acknowledge discomfort, humour etc)
After exercise is complete ask all participants to promise/vow NOT to share this exercise with their co-workers. We want them all to experience it in the same way that you did today. 11

12. Why is Service Excellence Important?
WRH wants to treat patients well because it is the right thing to do and it supports our Vision/Mission
Vision:
Outstanding Care – No Exceptions
Mission:
Deliver an outstanding care experience driven by a passionate commitment to excellence.
So far, we have looked at this training from a patient perspective. Now let’s look at it from a business standpoint.
We provide service excellence first and foremost because it supports our vision and mission. We are providing consistent effort in supporting our ‘business’ model. If patients are experiencing poor customer service they can, in some cases, seek care elsewhere. 12 12

13. Service Excellence Improves Communication
“Being Kept Informed” was the MOST important characteristic when “returning to a hospital for future visits.”
2007 McKinsey Survey of >2,000 patients with commercial insurance or Medicaid
Research shows that the success of an organization is not just about the financial aspect. “Being kept informed” was the MOST important characteristic when returning to a hospital for future visits”
Do we let patients know how long a certain wait will be?
Do patients know that we post our ED wait times on the Internet?
Do we thoroughly review discharge instructions to prevent re-admission?
Do we tell the patient why they can’t order a specific item off the “At your Request” menu?
Do we explain why the patient is having blood drawn or why they are taking a new medication?

14. Service Excellence Improves Quality and Safety
“Inadequate communication between care providers or between care providers and patients/families is consistently the main root cause of sentinel events.”
Improving America’s Hospitals: The Joint Commission’s Annual Report on Quality and Safety 2007
“The ability to empathize with a patient not only makes doctors more likable but improves the quality of care they provide.”
Source: Canadian Medical Association Journal
Read first quote – For example: We ask patients and families to use the sanitizer stations upon entry/exit of the hospital. Are we explaining why we are asking them to do this? If we are asking patients to do this and they witness staff walking by and not sanitizing their hands, is this a consistent message?
Read second quote: For example: Patients believe that if you communicate with them, you are a better physician

15. Service Excellence Improves Trust and Compliance
“A patient is far less likely to adhere to a treatment plan if they don’t have trust in their doctor. If they don’t trust their doctor, they wont trust the treatment.” Source: NYU School of Medicine
It goes beyond the physical mechanics of our daily tasks. We need to take the time to satisfy the emotional needs of the patient to ensure true satisfaction.

16. Service Excellence Improves Patient Understanding
72% of patients are unable to list medications they take
58% of patients are unable to recite their own diagnosis
Why is this quote important? (Increases the risk of medication errors, decreases the opportunity for medication reconciliation, makes it difficult for patients to take medications at home, etc.)
Why is this quote important? (patients are unable to advocate for themselves, difficult to treat if diagnosis is unknown etc)
Source: Mayo Clinic 2007

17. Service Excellence Improves Safety
“Because greetings are one way to ensure proper identification of patients, they may well be considered a fundamental component of patient safety.”
An Evidence-Based Perspective on Greetings in Medical Encounters by Gregory Makoul, PhD; Amanda Zick, MA; Marianne Green, MD
The proponents of AIDET are important when using 2 client identifiers to obtain patient information.

18. Service Excellence Improves Finances
The most common cause of malpractice suits is failed communication with patients and their families. Improving ways to communicate with patients could lead
to fewer malpractice claims and allow health care organizations to reduce litigation costs.
The Physician Executive, June 2004, Reducing Litigation Costs Through Better Patient Communication
As Canadians, we often don’t think that we are affected by malpractice suits but we are. It is important to recognize that malpractice suits also exist in Canada and anyone who interacts with the patient during that particular visit can be named in that lawsuit.

19. Service Excellence Improves Finances
Hospitals currently receive 70% of their funding from either Quality Based Procedures (QBPs – 30% ) or Hospital Based Allocation Model (HBAM – 40%). Both are volume based funding
What this means is that the more you do (to a limit in some cases) the more credit you get and the more money you receive
Since patients DO have a choice as to where they get certain procedures done, that decision impacts our volumes, and therefore, our funding
WRH currently receives the majority of its funding based on the volume of procedures it performs. In a nutshell, the more procedures we complete, the more money we receive (to an extent). Since our funding is based on volume, the more patients who choose to have his/her procedure completed at WRH, the more funding we receive.

20. Service Excellence Improves Finances
E.g. WRH gets approx. $7000 for every hip replacement it performs – this includes all costs except for the physician (paid through OHIP). WRH is only allocated so many hip cases per year to do. If we do NOT do as many as funded we could lose those volumes to another organization (lose volumes = NOT get the funding)
If patients have a great experience at one hospital (or a poor one) they will talk to their friends and either recommend that hospital or tell their friends to go somewhere else
For example, WRH currently receives $ for every hip replacement it receives. This covers the cost of the actual procedure and the post-op stay in the hospital. The physician is paid directly through OHIP. However, we have a quota as to the number of hip replacements we can do each year. If that number is 300 per year and we only perform 200 hip replacements, we lose funding based on our lower volumes.
So, a patient who has a poor experience at WRH and decides to go to another organization to have their hip replacement is directly impacting our volumes and therefore, the amount of funding we receive.

21. Service Excellence Improves Patient Satisfaction
This chart graphs for us our overall patient satisfaction as an organization. Our goal is to achieve 100% patient satisfaction. As you can see, at first glance, we may think ‘we’re doing great’ and some organizations would be pleased with these results. However, when we look at the results a little bit closer, we can see where we are missing the mark by taking a closer look into the ‘missing percentage’

22. Service Excellence Improves Emotional Support
When we take a closer look at our satisfaction scores, we can see that we are falling below the mark in the area of emotional support. When broken down, we can see that in the area of emotional support, there is much work to be done to achieve out goal of 100% satisfaction. AIDET is a tool we use to help increase our emotional support scores on the picker survey.
The picker survey is a government generated survey that randomly selects patients who have visited our organization to participate in a survey. When we regularly to welcome people and provide service excellence, it makes patients feel they have been supported on an emotional level. Our survey scores will reflect the way patients perceive their emotional needs have been met.

23. Each encounter, each moment … counts!
Once again, we must remember why we are here! Patients and families have nothing better to do when not receiving direct care than to watch you. It’s not only how you interact with patients and their families but also how you interact with your coworkers.

24. WHO ARE
OUR GUESTS?
How do we treat the guests we invite into our homes? Review the ‘door-to-door’ steps once a guest arrives at your house (invites them in, smile, take their coat, offer them food/drink, offer them a seat, make them feel comfortable, etc.). Referring to anyone who comes into the hospital as a guest reminds us that we should treat those that enter the hospital the same as those we welcome into our home as a guest.
We want these individuals to think that “people caring for me care about me” from the moment they step foot into our organization to the time they leave. 24

25. Who Are Our Guests? INTERNAL GUESTS
Co-workers
Volunteers
Students
Suppliers
ASK: Who are our internal guests? [Get responses and then Click]
ASK: Why is it important to give world class service to internal guests? (they deserve it, boost morale, team work etc.)
Remember that how we treat one another is always seen – patients and families make assumptions based upon those observations! 25

26. Who Are Our Guests? EXTERNAL GUESTS
Patients
Families/significant others
Visitors
Referring Physicians
Community Partners
ASK: Who are our external guests? [Get responses and then Click] 26

27. Take a Stretch Break!
Trainer Notes: Stretch Break (60 seconds) – Have participants stand up and stretch, DO NOT LEAVE ROOM
Neck Rolls
Arm stretches
Calf raises
OPTION: toss a soft ball around the room and ask participants what they personally learned from the first half of the class

28. AIDET Communication
The World Class Service tool we will focus on today is called AIDET. AIDET is not new, however we need to be more consistent using it, all the time, everywhere, every time and with everyone. AIDET is not scripted. We want to make sure staff are comfortable fitting it to the situation and are also genuine using it.
Ask participants if they have heard of AIDET before. We will now focus on how to use this communication tool to decrease anxiety, increase compliance, and improve clinical outcomes and increase patient satisfaction. 28 28

29. AIDET Ground Rules It does not have to be linear
Common sense still applies
We don’t train our patients
Consistent use of AIDET is what works
AIDET is not used as a de-escalation tool
When using AIDET, it does not need to follow in any specific order, nor does every step need to be included in every guest interaction. For example, you have just finished with a patient and forgot something in their room. Upon your return, it would not make sense to re-introduce yourself by name, however, you may still acknowledge the patient/family and indicate the reason you are re-entering the room. Remember that guests who consistently (more than 3 times) see AIDET being used consider that to be the standard in which staff interact with them.

30. AIDET – Five Fundamentals of Communication
Acknowledge
Decreased
Anxiety I
Introduce
Increased
Compliance D
Duration + E
Explanation
Improved clinical outcomes and increased patient satisfaction T
Thank You

31. By acknowledging, you are helping to decrease a guests anxiety
A - Acknowledge
Acknowledge communicates: “You are Important”
How do you make guests feel important?
Make eye contact
Give undivided attention
Smile / Nod
Shake hands
Address guest by formal “Mr/Mrs/Miss (Last Name)”
By acknowledging, you are helping to decrease a guests anxiety
The “A” in AIDET stands for Acknowledge. This verifies who we are talking to and makes the patient feel respected. The intention of the “A” is “You are Important” – Ask the group what they say/do to acknowledge guests (e.g. make eye contact, tune into emotion of the message, give undivided attention, greeting, smile, nod, say “hello”etc.)
Address guest by formal “Mr/Mrs/Miss (last name)”, if known and depending on your program specifics (e.g. for confidentiality DI might use first names no last names)

32. By introducing, you are helping to decrease a guests anxiety
I - Introduce
Introduce communicates: “You are in good hands”
How do you let guests know they are in good hands?
“My name is….” (Provide your name)
“I work in the _________ department”
Explain your role
Ask “how can I help you?”
Do not use acronyms e.g. PT
The “I” in AIDET stands for Introduce. By introducing yourself, you decrease guest anxiety by explaining who you are and what your role is. The intention of the “I” is “You are in Good Hands” – Ask the group how they introduce themselves (e.g. “My name is..”, “I work in the _____ department”, “How can I help you?”)
Be proud of who you are and what you do! “I’m going to be taking your x-rays. I have been here 20 years, you are in good hands”
You want the guest to go into the experience thinking “I have the right person taking care of me”
By introducing, you are helping to decrease a guests anxiety

33. D - Duration Duration communicates “I anticipate your concerns”
What do you say to communicate ‘I anticipate your concerns’?
Provide wait times upon arrival
How long the test or procedure will take
How long it may take to expect their results back
Apologize for a delay
Update family members if there is a status change
The “D” in AIDET stands for Duration. This increases the chance of guest compliance because they understand the plan, what to expect next, how long it will take and/or provides an opportunity for staff to apologize for a delay. The intention of the “D” is “I anticipate your concerns” – Ask the group how they anticipate guest concerns (e.g. provide wait times upon arrival, etc.)
provide an estimated length of time for service to guests whenever possible.
apologize for delay and update the guest and/or family as to the status of the delay
By providing a duration, you are helping to increase compliance from a guest

34. E - Explanation
Explanation communicates “I want you to be informed and comfortable”
What do you do to inform and comfort guests?
Actively listen to the patient’s story
Use language the patient can understand
Explain what you are doing/describe your actions
Explain a treatment/procedure
Be honest (e.g. “This is going to hurt”)
The “E” in AIDET stands for Explanation. This increases quality by ensuring the employee follows the correct steps and explains the steps as s/he proceeds. The intention of the “E” is “I want you to be informed and comfortable” . Ask the group how they explain something (e.g. “This is going to hurt” (be honest), “For your safety, I’m
Explain & Listen explain what you are about to do and provide clear and thorough information to guest without using jargon and listen by asking: “Do you have any other questions? I have the time.”
going to check your armband so we ensure we are giving you the correct medication”)
By providing an explanation, you are helping to increase compliance from a guest

35. Saying thank you helps to improve overall patient satisfaction
T – Thank You
Thank you communicates “I appreciate the opportunity to care for you”
What do you say to show appreciation to our guests?
“Thank you for choosing WRH”
“Do you have any other questions for me?”
“It has been my pleasure to assist/help you”
“Is there anything else I can assist you with?”
The “T” in AIDET stands for Thank You. This increases patient satisfaction because guest s are consistently seeing polite and courteous/attentive employees. The intention of the “T” is “I appreciate the opportunity to care for you” – Ask the group how they “thank” their guests (e.g. “My pleasure”, “Thanks for your patience”, “Thanks for your time”, “Is there anything else I can do for you”, “Thank you for letting us get to know your loved one/be a part of their journey”)
Saying thank you helps to improve overall patient satisfaction

36. AIDET – Five Fundamentals of Communication
Acknowledge
Decreased
Anxiety I
Introduce
Increased
Compliance D
Duration + E
Explanation
Improved clinical outcomes and increased patient satisfaction
ASK: What might this sound like?
Have attendees give examples of each step of AIDET as you discuss each step
Acknowledge – let them know that you see them and that you will be taking care of their needs. This could be in a patient room, exam room, or in the hallways. Refer to the guest by name, until you are comfortable with the guest and/or if you are given permission to use their preferred name (e.g. “Do you like to be called by your formal first name?) Be mindful that couples/parents-children may not share the same last name
Introduce – Make sure that you explain your role, and the interaction that they will be having with you. We have to remember that our guests do not know WRH, our acronyms and jargon, so be sure to fully explain your role (for example, a guest may think PT is part time, not Physiotherapist). Be proud to explain who you are and what you do (e.g. “I’m going to be taking your x-rays. I’ve been working here for 20 years – you are in good hands”, “My name is Sue and I will be your nurse today. I will write my name on your white board here so you know who to ask for if you need anything). You want the guest to go into the experience thinking “I have the right person taking care of me”.
Duration – This is one of the areas where we have the opportunity to set the expectation for the guest and help reduce anxiety. If we inform them of the length of time the service will take or the length in delay we are setting the expectation and informing the patient. (Restaurant waiting list example)
Explain – Another opportunity for us to put the guest at ease. Children always ask the questions “Why?”, and truthfully, even as adults we still ask the question, but we do it in our head and expect people to answer. This gives us the opportunity to answer them before they even ask. The guest will be more likely to actively participate if they know why and what the benefit is to them personally.
Thank – It is important to thank our guests. Their job is to choose WRH and walk through our doors, we should strive to do everything that we can for them after that point. And this is not a standard thank you, make it fit the situation. This maybe “Thank you for your time”, “thank you for your patience”, “thank you for choosing Windsor Regional Hospital”, or just “Thank you”. But always try to ask them “Is there anything else I can assist you with?”. This will ensure that guest that we want to make sure that all of their needs are met and that they are taken care of, and in many cases it will help us save time to help them now, then later. T
Thank You

37. Talk Up
Talking up can be embedded in any of these components. From the moment that a person enters our doors they interact with a lot of individuals during their visit. This include promoting our hospital, services, or the next individual that the person will encounter. This shows how well we work together as a team. This also relieves any anxiety that the individual may have about the next steps in their visit.
From the moment that a person enters our doors, they interact with many staff. Each of these interactions include opportunities to promote our hospital, its services, or the next individual/department the person will encounter. This shows the guest that we work together as a team. This also relieves any anxieties the individual may have about “what comes next” and makes each of us accountable, as we live up to the expectations that are put in place on our behalf. E.g. If I am the porter that is bringing the patient to DI and the nurse says to the guest “We are going to send you down to the Diagnostic Imaging department for an x-ray of your hand. The transporter (by name) is going to make sure you get there safely”, I have to live up to that expectation of getting the patient from A to B safely.

38. AIDET Demonstration
It’s time to put practice into action. The facilitators will first demonstrate a generic example of AIDET, in which a patient checks in at a desk for an appointment. We ask that you watch for the ways we inserted AIDET into our dialogue, as well as take note of anything we may have missed.
Patient approaches desk. Clerk immediately acknowledges the patient with a smile.
Clerk: Good morning. Can I help you? Patient: Hi. I was told I needed to check in here for my appointment. Clerk: Great. I just need to confirm your name and appointment time. Do you have your health card? Patient: Yes. Here you go (hands clerk card) Clerk: Okay Mrs. Smith, I see you have an appointment today at The clinic is running about 15 minutes behind but you are welcome to have a seat in our waiting area at the end of the hall. One of our nurses will call you into your appointment from that location. Patient: Okay. Clerk: Did you have any questions? Patient: No, I’m good. Clerk: Thanks for your patience. My name is Sue. If you require anything else, please come see me.
Ask the group for their feedback. Review how the facilitators used AIDET.

39. AIDET in Action
Now let’s see what AIDET looks like in action. .. ….(play Outpatient Lab AIDET video, 3:50min)
You’ve seen the facilitators demonstrate the use of AIDET. We are now going to show you a clinical example of AIDET in action. This short video follows a lab staff member through the process of drawing a patient’s blood.
Once the video has played, ask the group what they liked about the interaction between the lab staff and the patient. Was AIDET followed in order? What would they change/do differently?

40. Practice Form groups of 3 people
There will be 3 rounds of role playing. In each round you will take turns being:
The employee – Use AIDET in the customer interaction you chose (scenario you experience in your job)
The patient/guest – React as a typical guest would react
The observer/coach - lead your team in discussion on what went well, and what could have better
Groups will be asked to present to the class
We are now going to put AIDET into action.
Get into groups of 3 or 4 (give this as a verbal instruction – wait until participants are in teams before giving any further instruction).
Each person in your group will play a different role (patient/guest, employee, observer(s)).
The participant role-playing the employee should identify common guest interactions in their department (not a complaint) – What do individuals usually ask of you?
Prior to starting the activity, the employee should explain to the group what the scenario is all about e.g. I will be playing the CSR who assists the patient with registering for a doctor’s appointment in our clinic”.
Observers should note “What worked” and “What was missed” for each role-play.
Rotate within your group so that each person has the chance to be the employee, guest, and observer.
Facilitators should walk around and help any groups that are getting off topic and/or struggling with a topic (scenario should NOT be complaint-based).

41. 100/0 Principle
What we have focused on so far is relationship-based. One principle reinforcing this relationship is the 100/0 principle. The idea behind the 100/0 principle is “Give 100% and expect nothing in return”. Play the 100/0 principle video ( Ask participants for their thoughts of the video and how it applies to their everyday work. 41 41

42. Results Cone
NEW
We’ve just spent the last 2 hours increasing our awareness of how to provide world class service but now we ask “What are you going to do with all this knowledge?” It is our hope that this class has caused you to step back and look at your own insights on guest interactions. Think of one thing that resonated with you this session – that would be your insight. The insight should drive a change in a previous belief you had, or change the way you thought about something. When you change your belief or thought process, that drives a change in your behaviour. Changes in behaviour lead to changes in RESULTS. E.g. Using AIDET is your insight – it makes sense and is meaningful. This changes the way you need to interact with future WRH guests (belief). This need causes a behaviour change. You have to actually use AIDET in your guest interactions. The RESULTS change because you are decreasing anxiety in those you interact with and therefore increase your contribution to the WRH team.
You are going to get out of this class what you put into it.
We are going to challenge you to reflect on what you are about to hear today, and identify new insights for yourself.
The overall purpose is to improve results.
Results are driven by your behaviors
Your behaviors are driven by your beliefs and thoughts
Your beliefs are driven by your insights.

43. “People will forget what you say; people will forget what you do;
But people will never forget
how you made them feel.”
-Maya Angelou
Thank you for your time today, and we would like to leave you with this parting quote [Read Quote]
We hope that we have done this for you today, Thank you! 43

44. Commitment
Based on your insights today, what do you pledge to start doing to improve customer engagement in your department?
Complete your commitment badge card
Share your commitment (in class and in your workplace)
Facilitators will hand out commitment cards to participants. Explain the cards to participants. “As a result of this class, what is one thing you personally commit to? What is your 100%?”. Participants should be specific – what do they need to work on? What do they want to continue focusing on? E.g. Instead of writing down “Use AIDET”, they may want to focus on “using the thank you portion of AIDET more often”. This should be something they can do in their daily job that makes a difference. Participants will be asked to take these cards with them as a reminder of their commitment to service excellence. These cards should be posted where they can see them e.g. on their computer, bulletin board, locker, etc.

45. Thank You
“Talk Up” Service Excellence Training to colleagues – plan is to train all staff!
Hand out evaluations and give participants time to complete. This training will be provided to all staff, including physicians and administration. Now is the opportunity to “talk up” this training to your co-workers!