Key Words at Key Times

Understanding the
why of AIDET®

Coach: Kris Ann Piazza

Krisann.piazza@studergroup.com
Who is most important to patients
in health care?
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?
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
Customer 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 believe is based on
of WORDS the 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.

+ = 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 on the
“A” and “I” to show
A Acknowledge
courtesy and respect to
people. I Introduce
Focus on the D Duration
“D” and “E” to keep
people 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 At Key Times
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

SHINE!
 Thank You
and
Welcome to
Summit Healthcare !