AIDET : What You Say Makes A Difference...your new scan results, That department is awesome, my best...

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AIDET®: What You Say Makes A

Difference

Rich Bluni, R.N.

Studer Group Senior Leader Author

& Speaker


1) Understand what AIDET® is and HOW to do it.

2) Articulate three benefits of hardwiring AIDET® .

3) AIDET® is as authentic as you make it.

At the end of this session, participants will be able to:

Learning Objectives


Everyday “Key Words”

• “Please”

• “No, Thank you!”

• “I Love you”

• “Good Morning!”

• “Happy Birthday!”


Why All of this Focus on “Just Words”?

You will treat your

patients more with

words than with

medications,

procedures and

surgeries combined!


Do You Agree?

It is a short trip from

Anxious…

to Angry.


The WHY Behind AIDET®

A Key Benefit: When we use AIDET℠ with patients,

their family members and coworkers, we reduce

anxiety, improve patient safety and build trust.

=Decreased

Anxiety+ Increased

Compliance

• Improved clinical outcomes

• Increased patient and physician satisfaction

• Better working relationships


0 10 20 30 40 50 60 70 80 90 100

Overall Patient Satisfaction (53.0%)

Access to care (46.5%)

CP concern for prob/condition (84.2%)

CP efforts to include in decisions (73.3%)

CP information about medications (73.5%)

CP instructions for follow-up care (80.0%)

Ease of obtaining test results (60.0%)

Change in Percentile Ranks

Post AIDET

Pre AIDET Percentile Rank

AIDET® – Impact on Safety and Quality

Source: Oklahoma University; OUP Hematology/Oncology Clinic & Infusion Center; 10 providers & 22 staff, take care of 15,000 clinic

visits & 10,000 chemotherapy infusions per year


Key Words at Key Times – AIDET®

Outcome – Emergency Department

Source: Avera St. Lukes, Aberdeen, SD, Press Ganey Inpatient Satisfaction Report –Large PG Database

AIDET®

implemented


Key Words at Key Times – AIDET®

Outcome – Emergency Department

Source: Avera St. Lukes, Aberdeen, SD , Press Ganey Inpatient Satisfaction Report –Large PG Database

AIDET®

implemented


Effective AIDET® Implementation can

Turn Complaints into Compliments

*Data provided by University Medical Center, Tucson, AZ

**Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS

50% decrease in

complaints


Studer Group Five Fundamentals

AIDET®

A Acknowledge

I Introduce

D Duration

E Explanation

T Thank you


12

“Cancer Can Be REALLY Inconvenient!”

AIDET® From A Patient/Family View…


A Acknowledge

Smile!

Make eye contact

Acknowledge everyone in the

room

Use open body language

It’s not complicated, it’s just

polite!

When people feel welcomed

they make you feel welcomed.

“Good morning Mrs. Bluni…”

“Hi Mr. Bluni. I am so glad to see

you today. I know Mrs. Bluni

always has a better day when

you’re here.”

What The Patient/Visitor is

thinking:

“Wow…she/he wants to be here!

They see me as a “person”


Anything you DO or SAY can be “fake” if you aren’t

being YOU…

Always. Be. You.***

***Unless you can be Batman or Wonder Woman

then always be Batman or Wonder Woman.

Introduce myself WITH ALL THAT STUFF?

But It Feels Fake!!


First Generation

Name

Department

“Hello Mrs.Bluni My name is Tara and I am your

nurse today. I have been an oncology RN for

over 20 years and have worked here for over 8

years, I am one of the preceptors here so I help

train our awesome nurses. We have a great

team. I see Dr. Elsa is your surgeon. She’s

awesome. She actually operated on my dad last

month. We love her here. Radiology is sending

your new scan results, That department is

awesome, my best friend Lucy works there and I

already heard from her that they are expediting

your films. .” What The Patient/Visitor is thinking:

“She knows her stuff. I can relax. The surgeon is

so good SHE used her! They like each other! My

wife is in good hands!”

Next Generation

Self, Skill Set,

Experience and

Certification

Co-workers

Other Departments

Physicians

I Introduce


Advantages of Managing up Self, Coworkers and

Other Departments

SELF COWORKERSOTHER

DEPARTMENTS

Reduces patient

anxiety

Improves compliance

Improves clinical

outcomes

Increases patient

perception of care

Reduces complaints

They LIKE you more!

Builds relationship.

Patient feels better about their next care giver

The patient feels more at ease with the handoff, thus their coordination of care

Coworker has a head

start in winning

confidence

Reduces Complaints

Reinforces coordination of care and teamwork

Positions other department well so they don’t have to win the patient over

Decreases patient

anxiety and concern

Reduces complaints


17

PROMISE


• How long will the test, procedure,

appointment or admission process

take?

• How long will the patient need to

wait before they can go home,

return to work…?

• When should they expect results

or a returned phone call from you?

• It takes MORE time to constantly

answer questions than it does to

proactively give the answers!

#SavesYouTime!!

D Duration

“This procedure will take about

10 minutes to perform and then

another hour for the results….”


thinking:

“They are organized and must

do this a lot to be able to know

this! I’ll get the results soon!”


Choose Your Words Wisely

SAY DO RESULT

A minute 5 minutes Upset! (Maybe

something’s wrong?)

5 minutes 5 minutes Satisfied

10 minutes 5 minutesExceeded

Expectations!


Why are we doing this?

What will happen, and

what should you

expect?

What questions do you

have?

NO JARGON.

(PCA, RN, EVS, PA,

NP, NPO, VITALS,

ASU, ICU, O.R. etc.)

E Explanation

“This study will allow us a

better view of your liver, you’ll

only feel some pressure, no

pain. I know you’ve had this

before but do you have any

questions? I want you to feel

comfortable and confident!….”


thinking:

“I am not as nervous now.

They really care about me!”


21

So What’s the Big Deal

About Saying:

“Thank You”?


T Thank you

Shows appreciation

Lightens the

mood/Brings some

Joy!

Provides a positive

closing

Thank you for your

patience ….

Thank you for having

awesome veins…

Thank you for making me

laugh today…you were a

joy.

Thank you for letting me

care for you…”


Managing Down - OR - What NOT to Say

I guess I’m the only one around here who actually has to

work today…well, we are three nurses short as always!

I’ve called housekeeping 3 times; they never return their

calls…

Our Department is just the “Step Children in the

Basement”…

I am so glad I am off tomorrow…this place has been a hot

mess…


What I Want You to Walk Away With…

AIDET® is simply an example of using consistent words or phrases to

streamline our work…

AIDET® reduces anxiety in patients and thus makes your life easier…

It’s only “fake” if you make it “fake”…Be “YOU”***.

***(With The Batman or Wonder Woman disclaimer of course)

You treat more with words than anything else…

Key Benefits of AIDET®: Reduced Anxiety, Decreased Complaints,

Improved Outcomes and Setting up your team and other departments

for success.


THANK YOU FOR BEING HERE

AND FOR ALL THAT YOU DO.

Rich Bluni, RN,

Studer Group Senior Leader, Author & Speaker

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AIDET : What You Say Makes A Difference...your new scan results, That department is awesome, my best...

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