AIDET: Driving Effective Communication

The value of AIDET Plus the WHY, WHAT, and HOW

First Impressions = Perception

• Within the first few moments of meeting you, people will form an opinion of you
• Right or wrong, that opinion may greatly influence your ability to do your job

Five Fundatmentals of AIDET: “A” and “I” show courtesy and respect to people; “D” and “E” to keep people informed

1. Acknowledge
2. Introduce
3. Duration
4. Explanation
5. Thank you

Why should we use AIDET to Patients?

1. Reduces patient and family anxiety by establishing trust
2. Improves compliance for better outcomes because patients will cooperate more readily with their plan of care as a result of that trust
3. Clear communication creates a safe environment to receive care
4. AIDET helps us build customer loyalty; we want to be their preferred healthcare provider of choice

Why should we use AIDET to Co-workers?

1. Reduces coworker anxiety about whether or not they can count on you by establishing trust
2. Improves teamwork because colleagues will cooperate more readily with you as a result of that trust
3. Clear communication creates a more efficient, helpful and healthier environment to work in
4. Helps us build loyalty to one another; we want to feel good about the people we work with and for

Send the RIGHT Message

Dimension	Communication Cue	Face-to-face	Over the phone
VERBAL	Choice of WORDS	7% of what people believe is based on the words they hear	13% of what people believe is based on the words they hear
VOCAL	TONE of voice	38% of what people believe is based on how the words are spoken	86% of what people believe is based on how the words are spoken
VISUAL	LOOK of the communication	55% of what people believe is based on what people see in another person	1% of what people believe is based on what people see in another person

The Value of AIDET

Acknowledge = “You are important; I respect you”

• knock the door before entering rooms
• acknowledge them by name when appropriate
• acknowledge everyone in the room with eye contact, a smile, and nod or “Hello”
• take the initiative to make eye contact, smile or say hello in hallways

Introduce = “You can count on me”

• provide your name and role on the team
• validate the name of person you are interacting with
• tell him/her if you have any special skills and how long you have been doing what you do
• “manage up” – talk about yourself, co-workers, departments or company in a positive way

Why should you manage up?

• reduces anxiety in patients and family
• co-workers have a head start in gaining the customer’s confidence
• demonstrates a united team. Focus on “What’s Right…”; Aligns positive behavior with positive energy (verbal, vocal, visual)
• and… of course, do not manage down or say negative things

Duration = “I respect your time”

• how long will you be working with the person?
• how long will the delay be?
• how long will the process/test take?
• how long will the person be on hold?

Explanation = “I want you to understand, so you feel safe and confident“

• use words they understand
• say what you’re about to do (before you do it) and why
• say what will happen, and what they should expect
• always offer an opportunity to ask questions after you explain something

Thank You = “I want to provide very good service to you“

• show appreciation; provides a positive closing
• thank for letting me help you today
• thank you for your patience … or your courage today
• than the family for their support to our patients
• ask “What other questions do you have for me?”
• ask “What more I can do for you before you leave?”