AIDETSM
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
“It’s all about building connection. Connection builds trust. Trust builds patient
compliance. Compliance builds better health for our patients. And that’s 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
100
90
80
70
60
50
40
30
20
10
0
Baseline
6 Months Post
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%)
Percentile
− Showed Respect (Increase of 11.4%)
Ranking
− 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.
– We’re ready for you, Ms. Evans.
• If you don’t 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:
I’m glad to see you again. It’s been 6 months since you were last here.
If you don’t 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
to…because….
- 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
Let’s 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
© 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
© 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
© Kaiser Permanente, 2010 | For Internal Use Only
Thank you for joining us today!
National Service Quality
28
© Kaiser Permanente, 2010 | For Internal Use Only