MAINTAINING

HIGH STANDARD
OF PATIENT
SERVICES
ANGELI PEARLYNE MARCELO-RAMOS RN
PRINCIPLES OF CAREGIVING
BACKGROUND
The material in this module
gives the basic knowledge that
all direct support professionals
should have in caring for
consumers.
Who is most important to patients
in health care?
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
 CUSTOMERS’ NEEDS
 External  Internal
 Respect  Respect
 Courtesy  Courtesy
 Communication  Communication
 Assistance  Assistance
 Understanding  Understanding
 Responsiveness  Responsiveness
 To be heard  To be heard
 Relief from symptoms  Purpose
 Relief from fear  Worthwhile work
 Positive Outcomes  Make a difference
 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.
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
 Send The RIGHT Message
DIMENSION COMMUNICATION CUE FACE-TO-FACE OVER THE PHONE

Choice 7 % of what people 13 % of what people

VERBAL believe is based on the believe is based on
of WORDS words they hear the words they hear

38 % of what people 86 % of what people

TONE believe is based on believe is based on
VOCAL
of voice how the words are how the words are
spoken spoken

55 % of what people 1 % of what people

LOOK believe is based on believe is based on
VISUAL
of the communication what people see in what people see in
another person another person
 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 Increased
Anxiety ++ Compliance = Improved satisfaction
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
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
 5 Fundamentals of AIDET

Focus
Focus on
“A”
on the
the
A Acknowledge
“A” and
and “I”
“I” to
to show
show courtesy
courtesy
and
and respect
respect to
to people.
people.
I Introduce
Focus
Focus on
on the
the
“D”
“D” and
and “E”
“E” to
to keep
keep people
people D Duration
informed.
informed.
E Explanation
T Thank You
12
 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?
 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.
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?”
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

 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!”
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).”
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…
 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.

Johnny the Bagger

 http://www.youtube.com/watch?v=qOZPlt3Ha0Y
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
Managing Up
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
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

 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

ACTIVITY
CREATE YOUR OWN SCENARIO AND
GIVE AN EXAMPLE OF HOW YOU
WILL MANAGE THE SITUATION