Show:
"Say What?"
"Why Not" AKA Russell Westbrook
Just "Do" It...NOT!
Fear Factor
Bigger Picture
100
In AIDET, "I" is really about you.
What is Introduce
100
Decrease ___________ so I can gain __________.
What is: Anxiety and Trust
100
Acknowledge
What is: Genuine Smile, Eye Contact, Pausing/stopping your task to focus on them
100
"Wow! I've never seen/done that before!" "You shouldn't feel that way." "It can't have hurt that much!" "Whoops!"
What is: Words that cause anxiety for the patient/customer
100
AIDET is an acronym for
What is: Acknowledge; Introduce; Duration; Explain; and Thank
200
Please and ______________
What is: Thank you
200
When I decrease anxiety and build trust, the patient/customer is more likely to do this. (The opposite of refuse or not follow through.)
What is: Comply
200
Introduce
What is: Experience, Training, Empathy, Passion
200
Not washing your hands. Rolling yours eyes. Being late with pain medication.
What is: Actions that increase Anxiety
200
Improve Health Lower Costs Better Care Engaged People
What is: Quadruple Aim
300
This let's the patient/customer know they are not invisible.
What is: Acknowledge
300
Increased Compliance may not improve the patient/customer's INcome, but it will almost always improve their ___________
What is: Outcome(s)
300
Duration
What is: How long, based on your experience. Following through on what you have said. Empathy when it takes longer.
300
When you care about someone, you tell them
What is: Why
300
ICARE Like A ____________
What is: Champion
400
Tick, tick, tick...
What is: Duration
400
Improved Outcomes usually result in Higher ________ and Lower ________
What is: Quality and Cost
400
Explain
What is: Using words they understand. Describing. Finding resources.
400
Things patients/customers are afraid of
What is: Loss of control; Bad outcomes; Mean People; No information; etc
400
This is Where the __________ Begins
What is: Healing
500
"I don't get it."
What is: Explain (When you care about someone, you tell them why.)
500
Improving the Patient/Customer Experience will result in this for NRHS
What is: Growth
500
Thank You
What is: For them trusting you to take care of them.
500
"We are short staffed." It may be true, and saying it to the patient/customer may make you feel better, but it will do this to them.
What is: Increase fear/anxiety DAILY DOUBLE BONUS QUESTION!
500
AIDET is Not a Script; rather, it is a ____________
What is: Conversation