AIDET Improves Communication and Patient Care
posted on October 25, 2011 at 2:33 pm
In June, Health Management began deploying “AIDET” across our organization to improve interactions between hospital Associates and those they serve – patients, families and visitors. Outlining simple but important behaviors to practice for such interactions, AIDET stands for:
- Acknowledge: Greet people with a smile, maintain appropriate eye contact, and demonstrate a warm, receptive attitude with everyone you come in contact with.
- Introduce: Offer your name, your role in the patient’s care and communicate your ability and desire to help – this requires your full attention to the other person.
- Duration: Explain how long a procedure will take, how long the patient may have to wait, or if you are walking with someone, how long it will take to reach your destination.
- Explanation: Provide detailed information about a test or procedure, such as why it is being performed, who will perform it, whether there is pain or discomfort, and what will happen afterward. Be sure to answer the patients’ or family members’ questions.
- Thank You: Sincerely thank the patient or visitor for choosing the hospital and for trusting you to provide care.
Incorporating these simple principles into daily interactions will enhance service across Health Management, as all clinical and non-clinical Associates will receive AIDET training by the end of October.
The AIDET initiative began by conducting a thorough review of literature and best practices, including those from StuderGroup, Press Ganey, Baptist Leadership Group, and from our own high-performing hospitals. Based on these findings, a train-the-trainer education program for Primary Hospital Trainers (representatives from each hospital who will lead AIDET training at their hospital) was developed along with an AIDET training video and orientation classes for new Associates.
This past May, Primary Hospital Trainers attended evidence-based, interactive train-the-trainer sessions which relied heavily on modeling, role-play and experiential learning. During this trainer, attendees were given the following expected AIDET training timeline:
- June 15: Primary Hospital Trainer sets up a full group of hospital trainers
- June 15: Hospital CEO and Primary Hospital Trainer meet with entire management team to explain the importance of AIDET to managers and review details about the training process
- June 30: Hospital CEO conducts “Town Hall” meeting(s) to review AIDET process with all Associates
- Sept 30: Associates from all Health Management hospitals receive AIDET classroom training
- Oct 17: Associates are observed practicing their AIDET skill set and are certified by their manager/supervisor (signified by an AIDET pin)
- Oct 17: Primary Hospital Trainer collects all department affirmation statements and submits the hospital-wide affirmation statement
Let the improvements begin
As of October 6, 27 hospitals have completed the AIDET training and validation process. While we are still early in the process, 70 percent of our hospitals that have fully implemented AIDET are also realizing improvement in overall inpatient perceptions.
AIDET is working, and this is exciting news!
*Press Ganey 2011 patient perception data.