Respect and Information -

Communicating using

AIDETAIDET

Did I say that?Did I say that?

• “Can’t; But; No; Policy”

• “The health service says….”

• “It’s not my job (problem)”

• “We’re short-staffed”

• “I can’t believe they kept you waiting so long”

• “No one told me you were here”

• “You’re/they’re not my patient”

• We know what our patients/clients want from us….– Respect– Know they can trust us– Understand how long this will take– Understand what is going on– Respect again!

It is not rocket science, but……….It is not rocket science, but……….

Not sometimes,

not usually, but

ALWAYSALWAYS

(and EVERYONE)

AIDET ~ Five Fundamentals of Consistent Communication to Patients & Carers~ Five Fundamentals of Consistent Communication to Patients & Carers

A Acknowledge Safety and respectSafety and respect

I Introduce Decrease anxietyDecrease anxiety

D Duration Increase cooperationIncrease cooperation

E Explanation QualityQuality

T Thank You Value & respectValue & respect

AIDET- AcknowledgeAIDET- Acknowledge

• Make eye contact with a smile- allows you to connect with patients and carers- shows that you care

- acknowledge all people in a room

• Addressing patients by name - assists in identifying patients and shows respect and courtesy.‘Good morning Mrs. Nesbitt …..’

• “You only get one chance to make a first impression”

AIDET - IntroduceAIDET - Introduce

• Introduce yourself and your role to the patient and/or carer on your first contact

• ‘My name is ….. and I am your ….. I’ll be caring for you today.’

• Cite your relevant experience and expertise• Patients may not know who you are• Uniforms are not identifiable amongst patients• The ‘small town’ argument

Managing UpManaging Up

• We can ‘introduce’ other workers, other units within our service and other services within HNE

• “I am the RN on this afternoon but I am also working with Sally who is an Enrolled Nurse. She may also be in and out to help with your care”

• Managing Up about other services within HNE – (“If you haven’t got anything nice to say…..”)

Don’t Manage DownDon’t Manage Down

AIDET - DurationAIDET - Duration

• Patients and carers feel less anxious if they are aware of the timing of what is happening

• Where possible, offer an expected timeframe, however ensure the timeframe is achievable and reasonable, over estimate, don’t underestimate

• ‘We expect to have your test results by mid afternoon’ or ‘Tomorrow around 11.00 am you will be having a …..’

• It is not the wait that gets people upset….. it’s not knowing ‘why’ or ‘how long’

• Includes ED waiting time prediction and long term duration for Community Health

AIDET - ExplanationAIDET - Explanation

• Inform the patient and/or carer in words they will understand. Explain whatthey should expect and what is the planned treatment or care

• The Two Minute RuleThe Two Minute Rule

• Empowers the patient

• Sets realistic expectations

• Reduces patient anxiety

• Increases compliance with treatment and plan (especially discharge)

VerificationVerification

“Now, what questions do you have?”

“Do you have any questions?”

“You don’t have any questions do you?”

We need to get the ‘A’ and ‘I’ right to get a better outcome

with the ‘D’ and ‘E’

AIDET - Thank youAIDET - Thank you

• End the interaction respectfullyrespectfully with a closing comment

• ‘Thank you for your time’

• ‘Thank you for waiting patiently today’

• ‘Good luck with everything’

• ‘Take care’

“The purpose of the health system is caring for patients. It is their health system, their facilities, staff and services. They too will respond with

respect if that is their experience”

(Commissioner Peter Garling, 2008)

Your own scriptingYour own scripting

AIDET My Script

Acknowledge

Introduce

Duration

Explanation

Thank You

• Worksheet are available on the Excellence website