AIDET : A Framework for Authentic and Compassionate Care · physician satisfaction ... AIDET ®...

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AIDET®: A Framework for Authentic and

Compassionate Care

Bob Murphy, R.N., JD

Studer Group Senior Leader & Speaker


The WHY Behind AIDET®

When we use AIDET℠ with patients, their family

members and coworkers, we reduce anxiety, improve

patient safety and build trust.

=Decreased

Anxiety+ Increased

Compliance

• Improved clinical outcomes

• Increased patient and physician satisfaction

• Better working relationships


0 10 20 30 40 50 60 70 80 90 100

Overall Patient Satisfaction (53.0%)

Access to care (46.5%)

CP concern for prob/condition (84.2%)

CP efforts to include in decisions (73.3%)

CP information about medications (73.5%)

CP instructions for follow-up care (80.0%)

Ease of obtaining test results (60.0%)

Change in Percentile Ranks

Post AIDET

Pre AIDET Percentile Rank

AIDET® – Impact on Safety and Quality

Source: Oklahoma University; OUP Hematology/Oncology Clinic & Infusion Center; 10 providers & 22 staff, take care of 15,000 clinic

visits & 10,000 chemotherapy infusions per year


Key Words at Key Times – AIDET®

Outcome – Emergency Department

Source: Avera St. Lukes, Aberdeen, SD, Press Ganey Inpatient Satisfaction Report –Large PG Database

AIDET®

implemented


Key Words at Key Times – AIDET®

Outcome – Emergency Department

Source: Avera St. Lukes, Aberdeen, SD , Press Ganey Inpatient Satisfaction Report –Large PG Database

AIDET®

implemented


Effective AIDET® Implementation can

Turn Complaints into Compliments

*Data provided by University Medical Center, Tucson, AZ

**Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS

50% decrease in

complaints


Studer Group Five Fundamentals

AIDET®

A Acknowledge

I Introduce

D Duration

E Explanation

T Thank you


A Acknowledge

When used face-to-face:

Smile!

Make eye contact

Acknowledge everyone in the

room

Use open body language

On the phone, let them hear the

“smile in your voice”

“Good morning Mr. Warner…”


First Generation

Name

Department

“Hello Mr. Warner. My name is Jackie

and I am your nurse today. I have

been a nurse for 20 years and have

worked in this hospital for over 8

years. I have done this procedure

thousands of times and I go back for

training each year….”

“Hello again Mr. Warner. I’m Jackie,

and I’m stopping back to see how you

are doing. I see Dr. Cooper has come

by. He is one of our best specialists in

dealing with your condition…”

Next Generation

Self, Skill Set,

Experience and

Certification

Co-workers

Other Departments

Physicians

I Introduce


Advantages of Managing up Self, Coworkers and

Other Departments

SELF COWORKERSOTHER

DEPARTMENTS

Reduces patient

anxiety

Improves compliance

Improves clinical

outcomes

Increases patient

perception of care

Reduces complaints

Patient feels better about their next care giver

The patient feels more at ease with the handoff, thus their coordination of care

Coworker has a head

start in winning

confidence

Reduces Complaints

Reinforces coordination of care and teamwork

Positions other department well so they don’t have to win the patient over

Decreases patient

anxiety and concern

Reduces complaints


11

PROMISE


• How long will the test,

procedure, appointment or

admission process take?

• How long will the patient

need to wait before they

can go home, return to

work…?

• When should they expect

results or a returned phone

call from you?

D Duration

“This procedure will take about

10 minutes to perform and then

another hour for the results….”

“I am going to take about five

minutes to explain this to you,

and then we’ll do the procedure.

You should be ready to go back

to your room in about 30

minutes. Shall we get started?”


Choose Your Words Wisely

SAY DO RESULT

A minute 5 minutes Upset!

5 minutes 5 minutes Satisfied

10 minutes 5 minutesExceeded

Expectations!


Why are we doing this?

What will happen, and

what should you

expect?

What questions do you

have?

NO JARGON.

(PCA, RN, EVS, PA,

NP, NPO, VITALS,

ASU, ICU, O.R. etc.)

E Explanation

“Let me explain some

more about the procedure.

First we are going to start

an IV….”

(Explain why you are

performing the procedure,

what will happen and what

they should expect,

understanding of side

effects, and answer

questions.)


T Thank you

Show appreciation

Provides a positive

closing

Thank patients for

trusting us with their

care

“Thank you for your

patience ….

Thank you for being so

brave…

Thank you for letting me

care for you…”


Managing Down - OR - What NOT to Say

I guess I’m the only one around here who actually has to

work today…

I’ve called housekeeping 3 times; they never return their

calls…

The pharmacy sent the wrong medication…

We’re always short-staffed, but Administration could care

less as long as they can save a buck!


Bob Murphy, RN, JD

Studer Group Senior Leader & Speaker

850-393-4481

[email protected]

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Next Presentation within this track

starting tomorrow:

Sustaining Excellence & Keeping the

Flywheel Spinning

Dan Collard, Huron Healthcare Managing Director

AIDET : A Framework for Authentic and Compassionate Care · physician satisfaction ... AIDET ®...

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