orientation aidet rev0614

7/23/2019 Orientation AIDET Rev0614

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Understanding the

whyof AIDET

Coach: Kris Ann Piazza

[email protected]

Key Words at Key Times
mailto:[email protected]:[email protected]


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Who is most important to patientsin health care?


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Lets think about it

Can patients get the right treatment for successfuloutcomes without providers to diagnose?

Can a provider deliver care without a skilled nursing sta?

Can nursing provide care if there are no supplies on theunit?

Can we purchase supplies without a strong operatingmargin?

Can we monitor budgets without valid nance reports?

Will nance reports be available if IT isnt responsive to

computer issues?Will patients return to the hospital if it seems unclean?

How valuable is good nutrition to healing?


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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 taketheir business elsewhere.

Internal

Anyone within the organization that depends on youto help them provide a service to our external

customers


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Customer Needs

Internal

Respect

Courtesy

Communication

Assistance

nderstanding

Responsiveness

!o be heard

PurposeWorthwhile work

Make a dierence

External

Respect

Courtesy

Communication

Assistance

nderstanding

Responsiveness

!o be heard

Relief from symptomsRelief from fear

"ositive #utcomes


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!irst Impressions

ood rst impressions buildtrust and condence inpatients! visitors! sta andour colleagues"

Within the rst few momentsof meeting #ou! these peoplewill form an opinion of #ou"

$ight or wrong! that opinionma# greatl# in%uence #ourabilit# to do #our &ob"


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$ake eye contact% and be incontrol of your facial expressions

&on't roll your eyes%% sigh

(od when listening to show youare engaged )Acknowledge*

+ear your proper uniform and avisible name badge

,ollow personal cell phone-i"odpolicies

"isual # $ppearance


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DIMENSION COMMUNICATION

CUE FACE-TO-FACE OVER THE

PHONE

VERBALChoice

of WORDS

' of whatpeople believe is

based on thewordstheyhear


based on thewords the# hear

VOCAL TONE

of voice


based on howthewordsarespoken


based on howthe words are

spoken

VISUAL

LOOK

of thecommunication

' of whatpeople believe isbased on whatpeopeseein

another person

' of whatpeople believe isbased on whatpeople see in

another person

%

&'

((

)&

'*

)

+end ,he -I./, Messa0e


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$I1E,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.

!" I#pro$e%I#pro$e%&at'&(a)t'o*&at'&(a)t'o*


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WH+should we use it with Pat'e*t&,

. Reduces patient and family anxiety by establishingtrust

/. Improves compliance for better outcomes because

patients will cooperate more readily with their planof care as a result of that trust

0. Clear communication creates a safe environment

to receive care1. AI&2!3 helps us build customer loyalty4 we want

to be their preferred healthcare provider of choice


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WH+should we use it withCoworer&,. Reduces coworker anxiety about whether or not they

can count on you by establishing trust

/. Improves teamwork because colleagues will

cooperate more readily with you as a result of thattrust

0. Clear communication creates a more efficient %

helpful and healthier environment to work in

1.AI&2!3 helps us build loyalty to one another4 we

want to feel good about the people we work with and

for


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$ $cknowled0e

I Introduce

E Explanation

, ,hank 2ou

1 1uration

Focus on the

A andI to show

courtesy and respect

to people.

Focus on the

D andE to

keep people

informed.

( !undamentals o $I1E,

()


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,ips or when and how to use $I1E,3

. !he elements of AI&2!3

are important in e4er5interaction with a customer on some level.

/. 2lements of AI&2!3do not have to be delivered in any

specific order.

0. !here are times when you will need to verbalize only

one or twoof the elements of AI&2!3.

5 Ask yourself6 are there gaps I may need to fill for theperson I am talking with?


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When walkin0 down the hall

!he 7-8 Rule is a visual manifestation of the organization's

commitment to excellent service by everyone.

5 $t )6 eet

5 $ake eye contact% 9$I:2 and-or nod to those you

encounter

5 $t ( eet

5 &eliver a verbal ; &oes something look wrong> &o

they look lost> Can I see a gap>

5 (#. $ove on

5 ?29. Approach the customer4 introduce yourself and

ask how you can help.


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+amples

External customer7;=


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+mile it can be seen andheard@

Pitch vary the pitch of your voice and avoid dullmonotones

"olume speak loud and clearly to indicate confidenceand commitment to the patient

Emphasis emphasize certain words during theconversation to convey meaning and importance

Enthusiasm sound interested by asking uestions

"ocal 8 ,one o "oice


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When 0reetin0 someone in person9alwa5s sa57

;Bood )$orning *. =

5 A visible name badge at shoulder level can play an active part

of introduction

:rie interactions7

:isten to need. "rovide assistance.

$ter a more prolon0ed interaction9 ask the customerthe ollowin07

5 ;Is there anything else I can do for you today> #kay% my name

is 9arah. If you have more uestions% ust ask for me% but any

of our employees will be happy to help you@=


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When answerin0 the phone9 alwa5s sa57

;!hank you for calling )?our &epartment*. !his isDDDDDDDDDD. =

$lwa5s ask the name o the person callin0 i the5 dont

0i4e it irst75 ;$ay I ask who is calling% so I can personalize the call>=

$ter a re;uest is met9 ask the customer the ollowin07;)Customer's (ame* is there anything else I can do foryou>=

5 +hen completing the call% say6 ;!hank you for calling)hospital or department*.=


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Key Words At Key Times


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)8=8& o >wnership

) @I dont knowAis never an acceptable answer. Ifyou don't have the answer% connect the customer

to the right person who does.

/. &o not abandon the customer until the connection

is made.

0. +elcome customer feedback% and don't take it

personally.


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Bohnn5 the :a00er

http6--www.youtube.com-watch>vF#G"lt0


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Create 5our own $I1E,

9pend 8 7 minutes to create

your own AI&2! that will work

for your situation

Hreak into small groups )/0persons*

2ach person present their

AI&2!

"rovide and accept feedback in

small groups regarding AI&2!


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Managing Up


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:eneits o mana0in08up

+a5in0 positi4e thin0s about sel Huilds confidence in patients and employees

Creates a good impression of leadership

+a5in0 positi4e thin0s about others

Huilds confidence in patients and employees

Creates a good impression of teamwork


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$lwa5s +/INE # show respect and be kind

$lwa5s work to0ether # we are on the same team

$lwa5s ser4e others # no ob is beneath 5ou

$lwa5s maintain hi0h standards o ;ualit5 and saet5 # :est Practice e4er5 time

$lwa5s communicate clearl5 # be compassionate

*ehavior +tandards


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$lwa5s practice inte0rit5 # maintain conidentialit5

$lwa5s be accountable # take responsibilit5

@$nticipate9 $polo0iDe9 $cknowled0e9 $mendA F$G process

$lwa5s empower # create an en4ironment o success

$lwa5s excel # dont settle or mediocrit5

$lwa5s promote Wellness # Make choices or a health5 liest5le

+tri4e or excellence in all that we do

1o 5our best and be 5our best

+ / I N E H


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Thank You

and

Welcome to

Summit Healthcare !

orientation aidet rev0614

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