orientation aidet rev0614
TRANSCRIPT
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Understanding the
whyof AIDET
Coach: Kris Ann Piazza
Key Words at Key Times
mailto:[email protected]:[email protected] -
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Who is most important to patientsin health care?
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Lets think about it
Can patients get the right treatment for successfuloutcomes without providers to diagnose?
Can a provider deliver care without a skilled nursing sta?
Can nursing provide care if there are no supplies on theunit?
Can we purchase supplies without a strong operatingmargin?
Can we monitor budgets without valid nance reports?
Will nance reports be available if IT isnt responsive to
computer issues?Will patients return to the hospital if it seems unclean?
How valuable is good nutrition to healing?
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Customers
External
Anyone outside the organization that has a choice
about where to go for health care services.
If they do not like our product or service they taketheir business elsewhere.
Internal
Anyone within the organization that depends on youto help them provide a service to our external
customers
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Customer Needs
Internal
Respect
Courtesy
Communication
Assistance
nderstanding
Responsiveness
!o be heard
PurposeWorthwhile work
Make a dierence
External
Respect
Courtesy
Communication
Assistance
nderstanding
Responsiveness
!o be heard
Relief from symptomsRelief from fear
"ositive #utcomes
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!irst Impressions
ood rst impressions buildtrust and condence inpatients! visitors! sta andour colleagues"
Within the rst few momentsof meeting #ou! these peoplewill form an opinion of #ou"
$ight or wrong! that opinionma# greatl# in%uence #ourabilit# to do #our &ob"
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$ake eye contact% and be incontrol of your facial expressions
&on't roll your eyes%% sigh
(od when listening to show youare engaged )Acknowledge*
+ear your proper uniform and avisible name badge
,ollow personal cell phone-i"odpolicies
"isual # $ppearance
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DIMENSION COMMUNICATION
CUE FACE-TO-FACE OVER THE
PHONE
VERBALChoice
of WORDS
' of whatpeople believe is
based on thewordstheyhear
' of whatpeople believe is
based on thewords the# hear
VOCAL TONE
of voice
' of whatpeople believe is
based on howthewordsarespoken
' of whatpeople believe is
based on howthe words are
spoken
VISUAL
LOOK
of thecommunication
' of whatpeople believe isbased on whatpeopeseein
another person
' of whatpeople believe isbased on whatpeople see in
another person
%
&'
((
)&
'*
)
+end ,he -I./, Messa0e
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$I1E,is a framework of communication
that we can use with patients% their family
members and one another to reduce anxiety
and improve perception of care and service.
!" I#pro$e%I#pro$e%&at'&(a)t'o*&at'&(a)t'o*
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WH+should we use it with Pat'e*t&,
. Reduces patient and family anxiety by establishingtrust
/. Improves compliance for better outcomes because
patients will cooperate more readily with their planof care as a result of that trust
0. Clear communication creates a safe environment
to receive care1. AI&2!3 helps us build customer loyalty4 we want
to be their preferred healthcare provider of choice
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WH+should we use it withCoworer&,. Reduces coworker anxiety about whether or not they
can count on you by establishing trust
/. Improves teamwork because colleagues will
cooperate more readily with you as a result of thattrust
0. Clear communication creates a more efficient %
helpful and healthier environment to work in
1.AI&2!3 helps us build loyalty to one another4 we
want to feel good about the people we work with and
for
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$ $cknowled0e
I Introduce
E Explanation
, ,hank 2ou
1 1uration
Focus on the
A andI to show
courtesy and respect
to people.
Focus on the
D andE to
keep people
informed.
( !undamentals o $I1E,
()
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,ips or when and how to use $I1E,3
. !he elements of AI&2!3
are important in e4er5interaction with a customer on some level.
/. 2lements of AI&2!3do not have to be delivered in any
specific order.
0. !here are times when you will need to verbalize only
one or twoof the elements of AI&2!3.
5 Ask yourself6 are there gaps I may need to fill for theperson I am talking with?
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When walkin0 down the hall
!he 7-8 Rule is a visual manifestation of the organization's
commitment to excellent service by everyone.
5 $t )6 eet
5 $ake eye contact% 9$I:2 and-or nod to those you
encounter
5 $t ( eet
5 &eliver a verbal ; &oes something look wrong> &o
they look lost> Can I see a gap>
5 (#. $ove on
5 ?29. Approach the customer4 introduce yourself and
ask how you can help.
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+amples
External customer7;=
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+mile it can be seen andheard@
Pitch vary the pitch of your voice and avoid dullmonotones
"olume speak loud and clearly to indicate confidenceand commitment to the patient
Emphasis emphasize certain words during theconversation to convey meaning and importance
Enthusiasm sound interested by asking uestions
"ocal 8 ,one o "oice
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When 0reetin0 someone in person9alwa5s sa57
;Bood )$orning *. =
5 A visible name badge at shoulder level can play an active part
of introduction
:rie interactions7
:isten to need. "rovide assistance.
$ter a more prolon0ed interaction9 ask the customerthe ollowin07
5 ;Is there anything else I can do for you today> #kay% my name
is 9arah. If you have more uestions% ust ask for me% but any
of our employees will be happy to help you@=
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When answerin0 the phone9 alwa5s sa57
;!hank you for calling )?our &epartment*. !his isDDDDDDDDDD. =
$lwa5s ask the name o the person callin0 i the5 dont
0i4e it irst75 ;$ay I ask who is calling% so I can personalize the call>=
$ter a re;uest is met9 ask the customer the ollowin07;)Customer's (ame* is there anything else I can do foryou>=
5 +hen completing the call% say6 ;!hank you for calling)hospital or department*.=
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Key Words At Key Times
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)8=8& o >wnership
) @I dont knowAis never an acceptable answer. Ifyou don't have the answer% connect the customer
to the right person who does.
/. &o not abandon the customer until the connection
is made.
0. +elcome customer feedback% and don't take it
personally.
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Bohnn5 the :a00er
http6--www.youtube.com-watch>vF#G"lt0
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Create 5our own $I1E,
9pend 8 7 minutes to create
your own AI&2! that will work
for your situation
Hreak into small groups )/0persons*
2ach person present their
AI&2!
"rovide and accept feedback in
small groups regarding AI&2!
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Managing Up
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:eneits o mana0in08up
+a5in0 positi4e thin0s about sel Huilds confidence in patients and employees
Creates a good impression of leadership
+a5in0 positi4e thin0s about others
Huilds confidence in patients and employees
Creates a good impression of teamwork
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$lwa5s +/INE # show respect and be kind
$lwa5s work to0ether # we are on the same team
$lwa5s ser4e others # no ob is beneath 5ou
$lwa5s maintain hi0h standards o ;ualit5 and saet5 # :est Practice e4er5 time
$lwa5s communicate clearl5 # be compassionate
*ehavior +tandards
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$lwa5s practice inte0rit5 # maintain conidentialit5
$lwa5s be accountable # take responsibilit5
@$nticipate9 $polo0iDe9 $cknowled0e9 $mendA F$G process
$lwa5s empower # create an en4ironment o success
$lwa5s excel # dont settle or mediocrit5
$lwa5s promote Wellness # Make choices or a health5 liest5le
+tri4e or excellence in all that we do
1o 5our best and be 5our best
+ / I N E H
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Thank You
and
Welcome to
Summit Healthcare !