AIDET

Acknowledge

Introduce

Duration

Explanation

Thank You

AIDET is a communication tool that:

Improves patient and customer perception of their care

Helps reduce anxiety Builds customer loyaltyEnsures that all providers are delivering

consistent measures of empathy, concern, and appreciation.

Advantages of using AIDET

Decreased anxiety + Increased compliance = Improved clinical outcomes and increased patient satisfaction!

ED AIDET-Key words for top 3 drivers in the ED questions on HCHAPS

1. Management of Pain2. Plan of Care3. Informed of Delays

Goal: Manage PainKey words at Key times:

“We are very concerned about keeping you comfortable while you are here in the ED. Do you have any pain right now?”

Offer alternative pain reducing such as turning/repositioning, hospital bed instead of stretcher, ice or heat as appropriate for injury, turning lights down, etc.

Reassess pain prior to moving patient to a testing area or out of the ED

“We are going to be moving you to x-ray shortly. How is your pain now?”

“We are going to do 3 things to treat your pain—ice, elevate, and anti-inflammatory medication—I will be back in 20 minutes to check your pain level.

Goal: Keep patients informed regarding their plan of care.

“It is important to me that you understand your plan of care while here in the ED”

“Let me explain what the Doctor has ordered and how we will proceed”

Goal: Keep patients informed about delays.

“I will be checking on you about once every hour and letting you know how your tests are progressing.”

“I will be keeping you informed of when you will be discharged, or admitted”

A=Acknowledge

Acknowledge your patient by name. Make eye contact, smile, and acknowledge everyone in the room. (Patient and Families)

I=Introduce

Introduce yourself, your skill set, your certification, and your experience.

D=Duration

Give an accurate time for tests, physician arrival, and communicate next steps. When this isn’t possible, give a time in which you will update patient on progress.

E=Explanation

Explain step by step what will happen, answer questions, and leave a way to contact you, such as the call bell. Use language your patient can understand.

T=Thank You

Thank the patient. You may thank them for choosing your hospital, and for their communication and cooperation. Thank the family for being there to support the patient.

Remember, these are things you are already doing when you are communicating with your patients, generally. Putting them into AIDET format, ensures that you hit the important parts that patients need to hear to help alleviate anxiety and improve the perception of their care.