AIDET & Heart
Creating an IMPACT
Service Recovery
Admin Processes
Anything Goes
100
What does the A in AIDET stand for?
Acknowledge
100
What does the I in IMPACT stand for?
Integrity
100
What does service recovery mean to you?
EX. Being able to provide the best support for our patients
EX. Making it right for the patient to keep their service and keep them satisfied
EX. Ways to resolve issues
100
How do we know we have the right patient?
Two Patient Identifier's (Ex. DOB/Name or Phone/Street address)
100
What is RTE?
Real Time Eligibility
Electronic insurance verification
200
What does the E in AIDET stand for?
Explanation
200
What does the M in IMPACT stand for?
Mastering Excellence
200
Where do you file patient complaints?
Clarity
Patient Feedback line or Email group
200
True or False ... We can leave patient info on the desk overnight since the clinic is locked.
False - No PHI should be left out unsecure. Lock it up or shred if not needed.
200
Who can you ask for help if you don't know the answer in a Joint Commission Survey?
Anyone who may have the answer .. TEAMWORK!
300
The D in AIDET stands for duration. Give an example of giving a patient duration information...
Duration Example
300
The P in IMPACT stands for People First.
Give an example of a patient interaction & an example of a staff interaction
People First Example
300
What Does the H is "Heart" Mean?
Hear
300
True or False ... You cannot provide patient medical information to family members or even their spouse.
True - only if the patient has a release of information completed and signed on file. Person must be listed on the ROI.
300
What does this mean?
Radiation hazard Sign
400
What is the best way to show service excellence?
Smile and make eye contact when greeting a patient.
Address a patient by their name
Walking the patient to their next destination if they do not know where to go next
400
What is the best way to show IMPACT principles?
Acknowledge employees and patients at 10 Feet away by smiling.
Greet employees and patients at 5 Feet away by speaking to them.
400
What does that E in "HEART" mean?
Empathize
400
This form must be signed by the patient prior to any type of care provided by CUC?
UnexcusedConsent for treatment
400
What is the last thing you do for the patient after the visit?
500
What does "HEART" stand for?
Hear
Empathize
Apologize
Respond
Thank
500
Why is creating an IMPACT important to you?
Provide Example
500
What does that R in "HEART" mean?
Respond
500
What are the MAC Infection control procedures after each patient transaction/cash handling event?
Hand sanitizer after each patient and after handling cash.
500
What does the acronym PASS mean?
Pull - Safety pin
Aim - the nozzle to the base of the fire
Squeeze - trigger or handle
Sweep - move in a side to side motion