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Everything Matters - Service:Staff Behavior Expectations

1. Effectively communicate in all interactions with patients, internal customers, and colleagues using the AIDET model:

Acknowledge Introduce Duration Explain Thank You

– Respect privacy: knock, ask for permission to enter, use curtains/doors appropriately

– Use appropriate greeting, smile and make eye contact

– Call patients and family members by title and last name unless given permission to use first name (ask: “How would you like me to address you/call you?”)

– Ask if this is a good time for them to talk with you

– Position yourself on the same level as the person when possible

– Give person your undivided attention

– DON’T: Use terms of endearment such as “honey” or “sweetie”

– Summarize/review next steps (“If it’s OK, I’d like to briefly review what we just discussed.”)

– Ask “What else can I do for you?” or “What other questions do you have?” or an equivalent closing statement

– Thank patient/family/customer and express appreciation

– DON’T: Appear rushed or distracted

– Introduce yourself by name and title/role (or remind patient/person of your name and role)

– Communicate confidence by explaining skill set, experience, certifications, etc.

– Explain why you are there

– Answer phones by identifying yourself, your department, and stating “How may I help you?”

– DON’T: Use your title or function as your only introduction (i.e., “dietary” or “patient transport”). Don’t assume they remember your name or role

– Explain how much of their time you will need, for example:

• For tests, procedures, appointments, admissions: when it will happen, how long it will take, when results will be available

• For requests: how long it will take to fill the request

• For a discussion: how much time is needed to complete

– DON’T: Speak negatively about Northwestern, other departments, other colleagues (“Department X is always running late” or “You’re delayed because we are short staffed”)

– Explain what will happen now, what to expect, why it is important, and what will happen next

– Ensure understanding and that concerns are addressed by asking open-ended questions after your explanation (“What questions do you have?” or “What are you most concerned about?”)

2. Follow-up on requests or concerns expressed to you by patients/family/co-workers – Fulfill request/concern when you are able – Contact the appropriate individual when you are not able to personally fulfill request (escalate to manager, contact appropriate department, etc.)– Explain to patient/family member to whom and why you are handing off the request – Explain next steps and estimated timeframe to resolve or to provide an update– Follow-up to ensure request/concern is fulfilled– Follow-up with initial requestor (patient/family/colleague) to ensure they are satisfied with resolution– Graciously accept a hand-off from another department/colleague and follow-through on what was requested– Remember: Everything matters– DON’T:

• Take negative feedback personally • Place blame (“It’s X department’s fault”)• Assume that an issue is resolved once it is handed off

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Everything Matters: Service Training Program Components

Module 1:Kick-off Event

(45 minutes)

Module 2:Classroom Training

(4 hours)

Module 3 and 4:Leadership Training

(8 hours)

“Take it Local” Dept. Mtgs and Ongoing

Communication

• Goals:

– Introduce Service excellence

– Introduce service principles

– Provide employees with 3-5 behaviors that they can start immediately

– Generate excitement for initiative

• Approach

– Series of all employee meetings at end of April

– Use of music, video, patient stories

– Sign pledge placards as tangible commitment to making service matter

– Post placards in internal hallways

• Goals:

– Introduce importance of effective communication

– Teach AIDET as a tool to enhance communication

– Teach “soft” communication skills (active listening, open ended questions, etc.)

– Reinforce need for follow through

– Set behavior expectations for staff

• Approach

– Video examples

– Role playing

– Written exercises

• Goals:

– Set expectations for managers for service excellence

– Provide tools to support embedding and sustaining improved service performance in their areas

– Provide a tool kit for ongoing reference

– Prepare for “take it local” department meeting

• Approach

– Video examples

– Role playing

– Written exercises

– Tool kit

– Prepare for Department Meeting

• Goals:

– Adapt AIDET and service behaviors to the work of a specific department

– Continue focus on service excellence over time

• Approach

– Department meeting agendas

– Department meeting activities

– Communication plan