AIDET
What does AIDET stand for?
What is Acknowledge, Introduce, Duration, and Thank you.
Greet everyone you meet with a friendly smile and use their name.
Acknowledge
Why use A in AIDET?
Make a great first impression. Shows respect and establishes trust. And increases sense of security.
Scenario: Physician is running 20 minutes behind
AIDET
Good morning Mr. Wilson. My name is _____. I just wanted to let you know Dr. Taylor is running about 20 minutes behind today. I will be taking you back to the room shortly. Thank you so much for your patience.
Desired outcome is to make a strong first impression, develop a bond with the patients, nurses, staff etc.
Acknowledge
True or False: Thanking a patient in a genuine way is an important step in their overall CHS experience.
True
Introduce yourself by name and your role in the department and let them know you are going to care for them
Introduction
Why use I in AIDET?
Reduce patient & family anxiety
Scenario: Rooming a patient
AIDET
Hello Mr. Wilson. My name is Erin. We are going to head back to the room. I have some questions to ask you about your visit today. This should take about 10 minutes. Thank you for coming in today. Let's get started.
Desired outcome is to make the client relaxed and reduce their anxiety.
Introduce
What is AIDET?
What is a communication guide and OPG patient experience tool.
Discuss how long a patient may have to wait and how long it will take to complete a procedure as well as how long it will be before you return
Duration
Why use the D in AIDET
Manages expectations. Demonstrates respect for the patient’s time and need for information and increases chances for a successful encounter.
Scenario: a new patient.
AIDET
Hello Mr. Wilson. My name is ________. You are seeing Dr. Taylor today. He is excellent. We are going to take great care of you. We are going to spend about 15 minutes going over your health history and current medications. After that, Dr. Taylor should be in another 10-15 minutes. Thank you for taking the time to fill out this paperwork. Let's go through this together.
Desired outcome is to inform the patient/customer of expected time frame.
What is Duration
From an associate perspective, why use AIDET?
efficient; pt satisfaction; improves teamwork, clear communication for a healthy work environment, builds trust and loyalty to one another, reduces complaints
Informing patient of why we are doing this and what can expect.
Explain
Why use the E in AIDET
Meet patient expectation for exceptional quality care. It helps reduce anxiety and takes the guesswork out of our care.
Scenario: Physician ordered an xray. You are waiting for the xray tech to come take the patient.
AIDET
Desired outcome is to help the patient understand what is going to happen and increases quality of care.
What is Explanation
From patient's perspective, why use AIDET?
Reduce patient anxiety, improves compliance, patient feels better about their next caregiver, improves clinical outcomes
Express appreciation to the patient for their cooperation and communication.
Thank
Why use the T in AIDET
Let them know they are appreciated and it increases satisfaction with the encounter
Scenario: Patient is waiting for their pap smear and breast exam.
AIDET
Good morning Mrs. Wilson. My name is _____. Dr. Taylor will be in in about 15 minutes. When he comes in I will be with him to assist him with your exam. He will be performing a breast exam along with your pap smear today. The whole process should only take around 5 minutes. Thank you for seeing us today.
Desired outcome is to have the patient and family feel appreciated.
Thank You