Upload
bat
View
114
Download
0
Embed Size (px)
DESCRIPTION
AIDET SM The 5 Fundamental Behaviors of Communication: Acknowledge, Introduce, Duration, Explanation, & Thank. 1. Training Purpose and Outcomes. THE PURPOSE: Establish the case for communication excellence Teach the 5 AIDET behaviors YOU WILL BE ABLE TO: - PowerPoint PPT Presentation
Citation preview
National Service Quality
1© Kaiser Permanente, 2010 | For Internal Use Only
1
AIDETSM
The 5 Fundamental Behaviors of Communication: Acknowledge, Introduce, Duration, Explanation, & Thank
AIDET
National Service Quality
2© 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
2
National Service Quality
3© Kaiser Permanente, 2010 | For Internal Use Only
THE CASE FOR COMMUNICATION EXCELLENCE
3
National Service Quality
4© 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
interaction − clear and warm
communication − the quality of instructions
given
4
Source: KP Care Experience Council 2008
National Service Quality
5© Kaiser Permanente, 2010 | For Internal Use Only
A
I
D
E
T
Acknowledge
Introduce
Duration
Explanation
Thank You
AIDETSM = Five Essential Communication Behaviors
Decreasedanxiety
Improved health outcomes & satisfaction
+
=
Increased Compliance
“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
National Service Quality
6© Kaiser Permanente, 2010 | For Internal Use Only
Every Patient, Every Time, Every Role
6
National Service Quality
7© Kaiser Permanente, 2010 | For Internal Use Only
The Results are In…
• External Organizations
• 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
Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS
Increase of 28%ile points
National Service Quality
8© Kaiser Permanente, 2010 | For Internal Use Only
THE AIDETSM BEHAVIORS
8
National Service Quality
9© 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
10© 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
11© Kaiser Permanente, 2010 | For Internal Use Only
“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.”
Acknowledge
An Example… for a medical assistant
National Service Quality
12© Kaiser Permanente, 2010 | For Internal Use Only
Writing your own AIDETSM
National Service Quality
13© 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
14© Kaiser Permanente, 2010 | For Internal Use Only
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
Introduce
Some tips…
At all times the patient has the right to know who is treating them.Source: Patient Bill of Rights Article 3
National Service Quality
15© Kaiser Permanente, 2010 | For Internal Use Only
What if you are new?
National Service Quality
16© 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
17© 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
18© 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
19© 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
20© Kaiser Permanente, 2010 | For Internal Use Only
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?
Explain
Some tips…
National Service Quality
21© 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
22© 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
23© Kaiser Permanente, 2010 | For Internal Use Only
• 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.
Let’s Practice!
National Service Quality
24© Kaiser Permanente, 2010 | For Internal Use Only
Observation & Feedback
National Service Quality
25© Kaiser Permanente, 2010 | For Internal Use Only
WRAP UP
25
National Service Quality
26© Kaiser Permanente, 2010 | For Internal Use Only
Objectives Met:
26
• 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
27© Kaiser Permanente, 2010 | For Internal Use Only
Credits
27
• 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
28© Kaiser Permanente, 2010 | For Internal Use Only
Thank you for joining us today!
28