Professional Documents
Culture Documents
Orientation AIDET Rev0614
Orientation AIDET Rev0614
Orientation AIDET Rev0614
Understanding the
why of AIDET
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 take
their business elsewhere.
Internal
Anyone within the organization that depends on you
to help them provide a service to our external
customers
Customer Needs
External
Internal
Respect
Respect
Courtesy
Courtesy
Communication
Communication
Assistance
Assistance
Understanding
Understanding
Responsiveness
Responsiveness
To be heard
To be heard
Purpose
Worthwhile work
Positive Outcomes
Make a difference
First Impressions
Good first impressions build
trust and confidence in
patients, visitors, staff and
our colleagues.
Within the first few moments
of meeting you, these people
will form an opinion of you.
Right or wrong, that opinion
may greatly influence your
ability to do your job.
Visual Appearance
Make eye contact, and be in
control of your facial expressions
Dont roll your eyes,, sigh
Nod when listening to show you
are engaged (Acknowledge)
Wear your proper uniform and a
visible name badge
Follow personal cell phone/iPod
policies
VERBAL
VOCAL
VISUAL
COMMUNICATION
CUE
FACE-TO-FACE
OVER THE
PHONE
Choice
of WORDS
% of what
% of what
people
believe is 13
people believe is
7
based on the
based on the
words they hear words they hear
TONE
of voice
% of what
% of what
people believe is 86
people believe is
38
based on how the
based on how
words are
the words are
spoken
spoken
LOOK
of the
communication
% of what
55
people believe is
based on what
people see in
another person
% of what
1people believe is
based on what
people see in
another person
Improved
satisfaction
trust
2. Improves compliance for better outcomes because
to receive care
4. AIDET helps us build customer loyalty; we want
5 Fundamentals of AIDET
Focus on the
A and I to show
courtesy and respect
to people.
Acknowledge
Introduce
Focus on the
D and E to
keep people
informed.
Duration
Explanation
Thank You
12
specific order.
3. There are times when you will need to verbalize only
Ask yourself: are there gaps I may need to fill for the
person I am talking with?
those you
At 5 feet
Deliver a verbal Hello
Is this an opportunity? Does something look wrong? Do
they look lost? Can I see a gap?
NO. Move on
YES. Approach the customer; introduce yourself and
ask how you can help.
Samples
External customer:
Hello. Im Cindy, one of the employees at (facility).
You look a little lost. Can I help you find something?
Internal customer:
Hello. Im Cindy from Accounting. You look upset.
Can I help you with something?
of introduction
Brief interactions:
Listen to need. Provide assistance.
is Sarah. If you have more questions, just ask for me, but any
of our employees will be happy to help you!
1-2-3 of Ownership
1. I dont know is never an acceptable answer. If
is made.
3. Welcome customer feedback, and dont take it
personally.
http://www.youtube.com/watch?v=qOZPlt3Ha0Y
Managing Up
Benefits of managing-up
Saying positive things about self
Builds confidence in patients and employees
Creates a good impression of leadership
Behavior Standards
Always SHINE show respect and be kind
Always work together we are on the same team.
Always serve others no job is beneath you.
Always maintain high standards of quality and safety Best Practice every time.
Always communicate clearly be compassionate
Thank You
and
Welcome to
Summit Healthcare !