AIDETSM AIDET The 5 Fundamental Behaviors of Communication:

AIDETSM AIDET The 5 Fundamental Behaviors of Communication:

AIDETSM AIDET The 5 Fundamental Behaviors of Communication: Acknowledge, Introduce, Duration, Explanation, & Thank National Service Quality 1 Kaiser Permanente, 2010 | For Internal Use Only Training Purpose and Outcomes THE PURPOSE: Establish the case for communication excellence Teach the 5 AIDET behaviors

YOU WILL BE ABLE TO: Use AIDET with every patient every time National Service Quality 2 Kaiser Permanente, 2010 | For Internal Use Only THE CASE FOR COMMUNICATION EXCELLENCE National Service Quality 3 Kaiser Permanente, 2010 | For Internal Use Only

Highest Priorities of Patients The results of an external Patient Focus Group showed that patients 3 highest priorities for healthcare were communication related: the quality of the initial clear and warm the quality of instructions interaction communication given Source: KP Care Experience Council 2008 National Service Quality 4

Kaiser Permanente, 2010 | For Internal Use Only AIDETSM = Five Essential Communication Behaviors Its all about building connection. Connection builds trust. Trust builds patient compliance. Compliance builds better health for our patients. And thats the real picture. Source: Scott Abramson, MD, KP GSAA, Communication Consultant, Why My Wife Thinks Her Doctor is so Nice , January, 2006 A Acknowledge I Introduce

D Duration E Explanation T Thank You Decreased anxiety +

Increased Compliance = Improved health outcomes & satisfaction National Service Quality 5 Kaiser Permanente, 2010 | For Internal Use Only Every Patient, Every Time, Every Role National Service Quality 6

Kaiser Permanente, 2010 | For Internal Use Only The Results are In External Organizations Increase of 28%ile points Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS The impact of AIDET at the Kaiser Permanente HI Maui Lani Clinic: Health Care Rating (Increase of 6.3%)

Personal Doctor Rating (Increase of 5.4%) Personal Doctor Communication Measures Explained Things (Increase of 9.2%) Listened Carefully (Increase of 8.0%) Showed Respect (Increase of 11.4%) Spent Enough Time (Increase of 11.0%) Ability To See Personal Doctor (Increase of 12.4%) Access To Routine Care (Increase of 15.1%) Specialist Rating (Increase of 9.0%) Access To Specialists (11.4%) Source: KP National Market Research Results From The METEOR Survey CY 2009 vs Spring 2010, WCW August 2010 National Service Quality 7

Kaiser Permanente, 2010 | For Internal Use Only THE AIDETSM BEHAVIORS National Service Quality 8 Kaiser Permanente, 2010 | For Internal Use Only Acknowledge Create the impression that you are really glad to see them and anyone with them. Smile Eye Contact

Greet: Hello, Good afternoon, etc. National Service Quality 9 Kaiser Permanente, 2010 | For Internal Use Only Acknowledge Some tips Address the patient/member by name if possible. Mr. Garcia, it is nice to see you again. Were ready for you, Ms. Evans. If you dont know their name or how

to pronounce their name ask politely. Acknowledge everyone who is accompanying the person. National Service Quality 10 Kaiser Permanente, 2010 | For Internal Use Only Acknowledge An Example for a medical assistant Hello, Mr. Jones [shaking hand]. If you already know them: Im glad to see you again. Its been 6 months since you were last here.

If you dont know them: Nice to meet you. I am sorry to hear you have a nagging cough. If anyone is with them: And who is this with you? [get names of those with and shake hands]. Well, Ms. Jones, I am glad you could make it in with Jim today. It is good to see he has you to come along with him. National Service Quality 11 Kaiser Permanente, 2010 | For Internal Use Only Writing your own AIDETSM National Service Quality 12

Kaiser Permanente, 2010 | For Internal Use Only Introduce Basic Introduction Name Role Patient Centered Introduction Name Role Statement that Builds Trust and Confidence in your abilities* *http://kpnet.kp.org/qrrm/service2/SOE/trust.html National Service Quality

13 Kaiser Permanente, 2010 | For Internal Use Only Introduce Some tips Use a comment that Builds Trust and Confidence in the care experience. - your background, skills, experience, certifications - your experience in dealing with the business/procedure at hand - your intentions to provide them excellent service today - your coworkers, other departments,

physicians, Kaiser At all times the patient has the right to know who is treating them. Source: Patient Bill of Rights Article 3 National Service Quality 14 Kaiser Permanente, 2010 | For Internal Use Only What if you are new? National Service Quality 15 Kaiser Permanente, 2010 | For Internal Use Only

Introduce An Example Good Morning, Mrs. Jones. My name is Juan. I am a certified phlebotomist and will be drawing your blood this morning. I have over 3 years experience and do thousands of blood draws each year. I am going to take excellent care of you. What can you say to help build trust and confidence in your abilities? National Service Quality 16 Kaiser Permanente, 2010 | For Internal Use Only Duration

Give the member/patient a time expectation How long before follow up? How long before the doctor comes in to see them? If there is a wait time, give time expectation of that wait National Service Quality 17 Kaiser Permanente, 2010 | For Internal Use Only Duration

Some tips Give duration estimates for all possible timeframes: - Wait Times: When can I expect to feel better? When will this go away? - Procedures: How long will the test or procedure take? - Business Processes: How long will it take for the specialist to see me? - Results: How long will it take to get the results? National Service Quality 18 Kaiser Permanente, 2010 | For Internal Use Only

Explain Keep the member/patient informed by explaining all tasks, processes, and procedures Avoid medical jargon Assist member/patient to have clear expectations of what will be occurring and when National Service Quality 19

Kaiser Permanente, 2010 | For Internal Use Only Explain Some tips Narrate the care as you are providing it. Highlight the value for the patient. - For your safety, I am now going tobecause. - I will need you to because..for your comfort. - What will happen and what you should expect? National Service Quality 20

Kaiser Permanente, 2010 | For Internal Use Only Thank Thank the member/patient for their time, patience (if had to wait), or for choosing Kaiser Permanente Ask if there is anything else that you can do for the member before ending the interaction National Service Quality 21

Kaiser Permanente, 2010 | For Internal Use Only Thank Some tips Be specific about why you were glad to partner with them: - I really appreciated you being so clear about your symptoms. - It is great to have you so engaged and willing to get this back on course. - Thank you for bringing in those over the counter pill bottles. That helped. - I look forward to working with you to get you back to work. National Service Quality

22 Kaiser Permanente, 2010 | For Internal Use Only Lets Practice! Situation #1: A member just walked up to your front desk window to check in. It is obvious the person is not feeling well and seems anxious to see a physician. You are the Front Desk Clerk. Use AIDET to help this member. Situation #2: A member needs several vials of blood withdrawn. The member seems nervous about being poked with a needle. You are the lab tech. Use AIDET to help this member.

Situation #3: A member has an unknown mass in their right breast, and now must have an X-Ray/CT-Scan done. You are the technician. Use AIDET to help this member. Situation #4: After waiting for an appointment with the physician, then lab, then radiology, the member is now at pharmacy. The doctor has prescribed a new drug for the member. You are the pharmacist. Use AIDET to help this member. National Service Quality 23

Kaiser Permanente, 2010 | For Internal Use Only Observation & Feedback National Service Quality 24 Kaiser Permanente, 2010 | For Internal Use Only WRAP UP National Service Quality 25 25

Kaiser Permanente, 2010 | For Internal Use Only Objectives Met: Use AIDETSM with every patient every time Support your team to improve their consistent use of AIDETSM Improve the patient/member experience National Service Quality 26 26 Kaiser Permanente, 2010 | For Internal Use Only Credits

KP National Service Quality KP Hawaii Maui Lani AIDET Implementation Team KP Northwest Service Excellence Team Studer, Q., (2003). Hardwiring for Excellence. Fire Starter Publishing National Service Quality 27 27 Kaiser Permanente, 2010 | For Internal Use Only

Thank you for joining us today! National Service Quality 28 28 Kaiser Permanente, 2010 | For Internal Use Only

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