Page 8 - Ulupono December 2019

AIDET Plus the Promise
By Steve Bovey
Quality Resources Supervisor
For the past 10 years Castle associates 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 receive (i.e. great, excellent, awesome, etc.).
Our inpatient units practice “The Promise” when they show Castle’s Patient Orientation Video, which emphasizes how we keep our patients safe and how our patients can partner with us in their care. The video lays the foundation for the excellent care the patient can expect to receive at Castle. Of course, we do not need to rely on a video to let our patients that we are committed to providing them with great care, and many of us already do this when we reassure our patients that they are in good hands by managing up the care team. This helps to reduce anxiety for our patients and families and is exactly what they hope to hear.
Castle Marketing receives two Marcom Gold Awards
Adventist Health Castle has received two Marcom Gold Awards. The Gold Award
is presented to those entries judged to exceed the high standards of the industry norm. Approximately 24 percent of the approximately 6,000 print and digital entries submitted from dozens of countries were Gold Winners.
MarCom Awards honors excellence in marketing and communication while recognizing the creativity, hard work and generosity of industry professionals. Since its inception in 2004, MarCom has evolved into one of the largest, most-respected creative competitions in the world.
TV news personality Kanoe Gibson introduces Castle's Patient Orientation Video.
When associates make “The Promise,” their word becomes their bond, and they want to live true to their word.
MarCom is administered by the Association of Marketing and Communication Professionals (AMCP). The international organization, founded in 1995, consists of several thousand marketing, communication, advertising, public relations, digital and web professionals.
Adventist Health Castle’s Marketing Department received gold awards for the following:
Ulupono Magazine October 2018
Category: Print Media | Employee Publication | 55. Internal News
Windward Health Summer 2019
Category: Print Media | External Newsletter | 69. Healthcare
From an associate perspective, stating “The Promise” becomes a self-fulfilling prophecy by defining who the caregiver is and wants to become in their career. When we ask our associates why they chose a career in healthcare, the most common answer we hear is that they want to make a difference by relieving patient suffering. When our patient experience scores take a dip, it’s rarely due to poor care, but more likely
that we missed an opportunity to make a personal connection with the patient. Using “The Promise” can help with that. When associates make “The Promise,” their word becomes their bond, and they want to live true to their word.
8 | ULUPONO - DECEMBER 2019