Page 9 - Winter 2020 Castle MD

AIDET Plus the
Promise
For the past 10 years Castle associates and physicians have been using AIDET to enhance our patient’s experience, but just
recently we started hearing about “AIDET Plus the Promise”. The promise refers to making a statement to our patients about the quality of care they can expect to re- ceive (i.e. great, excellent, etc.). This can be music to our patient’s ears since nearly all of them and their families have some degree of anxiety and fear.
From the physician’s perspective, stating “The Promise” becomes a self-fulfilling prophecy. When a physician makes “The Promise” their word becomes their bond, and they want to live true to their word.
Here is a brief overview of AIDET and how you can incorporate “The Promise”.
A
Acknowledge (To communicate warmth and respect)
• Smile, make eye contact and greet in a friendly manner
• Acknowledge the patient’s pain or worry and provide empathy
I
Introduce (To promote confidence and trust)
• State your name and role
• The Promise: Reassure the patient they are in good hands and that we will take excellent care of them
D
Duration (To prevent frustration and anxiety)
• Provide reasonable time frames for tests, procedures, etc.
• Practice under-promise and over-deliver
E
Explanation (To educate and partner with the patient)
• Explain things in simple terms
• Explain the “why” behind the “what”
T
Thank (To show appreciation and respect)
• Thank the patient for trusting us/you with their care
• Use closing words: “Is there anything else I can do for you?”
The art of telephone etiquette: How to make your voice count
By Steve Bovey, Quality Superviser
Proper telephone etiquette is very important in that you are representing your department, Adventist Health Castle and Adventist Health. Presenting a professional image, both in person and on the telephone is very important to developing confidence and trust. You may be providing the
caller with their very first impression of
our organization. When caring for our customers over the phone it is essential
for us to make them feel well informed and appreciated.
Answering the Phone
• Answer by the third ring with a smile in your voice (be upbeat).
• Avoid carry over conversations (stop
talking to other people before you pick up
the receiver).
• State your department, your name, and
ask “how may I help you?” Callers want to
know to whom they are speaking.
• Be sensitive to the volume of your voice.
It is common for people to speak too loud
on the phone.
• Show interest in the caller and their
concerns.
• Take notes and use the caller name.
• Be courteous and avoid sounding rushed
or abrupt.
• Avoid the use of medical abbreviations or
slang when speaking with a caller.
• Ask permission to place someone on hold,
and thank them for holding when you return.
Making Calls
• Return phone messages within one day. • Plan your objectives before making the
call. If you have several objectives make
a list.
• Identify yourself, i.e. “Good afternoon Mr.
Jones, this is Nancy Nurse calling from
Adventist Health Castle.”
• Ask if this is a convenient time for them
to speak on the phone.
• Use SBAR (Situation, Background, Assessment, and Recommendation) when calling a doctor.
• Always be aware of confidential information when leaving messages,
i.e. share your name and purpose of the call, but do not state the patient’s name. Example: “Hi this is Nancy Nurse from Adventist Health Castle, I’m just calling to see how you are doing”
• Avoid leaving long messages, and speak s-l-o-w-l-y, especially when leaving your return phone number. Repeat the number at the end of the message.
Closing Calls
• Review any follow-up actions including time frames or deadlines.
• Begin talking in the past tense, i.e. “I’m really glad you called.” Or “I’m glad we resolved this concern.”
• Thank them for calling and say “Good- bye”
Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you and our entire facility.
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