AIDET
What does AIDET stand for?
Acknowledge, Introduce, Duration, Explanation, Thank You
Great everyone with a smile, make eye contact and use their names, whenever possible.
Acknowledge
Why do we use the "A" in AIDET.
It shows respect; and starts a connection.
Scenario: A returning patient/client/customer enters the building and approaches your desk. You do this first:
"Look at the patient/client/customer, make eye contact, smile and warmly greet them by name, if known
What language should we avoid when speaking to patients and patient family?
Probably, soon, I don't know...
Only environmental services are responsible for the cleanliness of the patient's room.
False
Stating your name, position and experience.
Introduce
The best way to communicate with your patients is close ended questions.
False- What is an example?
Scenario: you are entering a patient's room/home for the first time?
"greet the patient, make eye contact, introduce yourself, share your title and experience and what you will be doing for them today
What kinds of things help to build trust with our patients and patient family members?
respect, courtesy, communication, responsiveness, assistance, to listen and help them feel heard
What is "the reason for or goal of AIDET?
Decreased patient Anxiety
Increased patient Compliance
Improved Patient Health and Satisfaction
Discuss with the patient/client possible wait times, procedure lengths and when you or the next care provider will return.
Duration
What is Press Ganey?
Where we receive data and comments related to patient hospital stay experience
Scenario: you are walking the patient/family member from the Waiting Room to the Examination Room.
"Greet the patient, make eye contact, introduce yourself and give position and experience.
Walk with the patient, not ahead of the patient, making pleasant conversation until you get to the Examination Room.
Let the patient know when they can expect the next care provider.
This improves call light response time.
No Pass Zone
We should be using AIDET when we interact with whom?
Everyone! Patients, family members, co-workers, doctors, imaging, etc.
What are the 4 P's
Pain, Positioning, Potty, and Pump/Personal Items
What is the foundation of patient satisfaction?
Communication
Scenario: You're speaking with a patient. Two other employees are next to you are having a conversation about where to have lunch and you notice your cell phone is vibrating you do this:
"Ignore the co-workers and cell phone and continue staying focused on the patient."
This is when you start the discharge process.
On Admission
What is the 10/5 Rule?
At 10 feet make eye contact, smile. At 5 feet, greet.
What are patients most likely to complain about after their hospital stay, resulting in lower scores?
Care transition. How they are to care for themselves once home. (Ex: purpose of medications)
What is the biggest result of using AIDET?
Decreased anxiety for our customers.
Scenario: the patient is being discharged and this will be the last interacting you have with them.
"you explain who will be coming in to see them next and when that person will see them. And then you thank them for choosing UVA Health for their healthcare needs."
This builds patients trust, enhances teamwork, and improves patient safety.
Bedside Handoff