Respect and Information - Communicating using AIDET You might have heard about the Excellence initiative. You might even think it’s something you want in your service. Excellence is not a program and not something we are “rolling out”. So what is it? It’s an evidence based approach to leadership that can help managers and leaders like all of you achieve the very best in your service. It’s something that can help you thoroughly implement important new approaches to health care, like the program Helen Byrnes spoke to us about yesterday : DETECT For the next hour, you’ll hear a bit about Excellence and some of the leaders who are using it. I’d like you to listen with the view that Excellence is not something that stands alone, but an approach that can help you bring sanity to your life as a leader and manager and an approach that can be used to check that important things like DETECT and Fire Training are truly being implemented well in your service.

Did I say that? “Can’t; But; No; Policy” “The health service says….” “It’s not my job (problem)” “We’re short-staffed” “I can’t believe they kept you waiting so long” “No one told me you were here” “You’re/they’re not my patient” The first step is to understand that patients listen to all conversations, unfortunately staff often inadvertently put other staff and the organisation down by what they say. Ask the group to be honest and admit if they have heard any of these statements. When a staff member says: “I can’t believe they kept you waiting so long” – who is THEY? When a staff member says: “No one told me you were here” – who is NO ONE? The staff member wants to be the good guy, but puts down the other team. Ask them why do they think it is tolerated in their organisation.

We know what our patients/clients want from us…. Respect Know they can trust us Understand how long this will take Understand what is going on Respect again!

It is not rocket science, but………. Not sometimes, not usually, but ALWAYS (and EVERYONE)

A I D E T Acknowledge Introduce Duration Explanation Thank You AIDET ~ Five Fundamentals of Consistent Communication to Patients & Carers A Acknowledge Safety and respect I Introduce Decrease anxiety D Duration Increase cooperation E Explanation Quality T Thank You Value & respect

AIDET- Acknowledge Make eye contact with a smile - allows you to connect with patients and carers - shows that you care - acknowledge all people in a room Addressing patients by name - assists in identifying patients and shows respect and courtesy. ‘Good morning Mrs. Nesbitt …..’ “You only get one chance to make a first impression”

AIDET - Introduce Introduce yourself and your role to the patient and/or carer on your first contact ‘My name is ….. and I am your ….. I’ll be caring for you today.’ Cite your relevant experience and expertise Patients may not know who you are Uniforms are not identifiable amongst patients The ‘small town’ argument

Managing Up We can ‘introduce’ other workers, other units within our service and other services within HNE “I am the RN on this afternoon but I am also working with Sally who is an Enrolled Nurse. She may also be in and out to help with your care” Managing Up about other services within HNE – (“If you haven’t got anything nice to say…..”)

Don’t Manage Down

AIDET - Duration Patients and carers feel less anxious if they are aware of the timing of what is happening Where possible, offer an expected timeframe, however ensure the timeframe is achievable and reasonable, over estimate, don’t underestimate ‘We expect to have your test results by mid afternoon’ or ‘Tomorrow around 11.00 am you will be having a …..’ It is not the wait that gets people upset….. it’s not knowing ‘why’ or ‘how long’ Includes ED waiting time prediction and long term duration for Community Health

AIDET - Explanation Inform the patient and/or carer in words they will understand. Explain what they should expect and what is the planned treatment or care The Two Minute Rule Empowers the patient Sets realistic expectations Reduces patient anxiety Increases compliance with treatment and plan (especially discharge)

Verification “Now, what questions do you have?” “Do you have any questions?” “You don’t have any questions do you?”

We need to get the ‘A’ and ‘I’ right to get a better outcome with the ‘D’ and ‘E’

AIDET - Thank you End the interaction respectfully with a closing comment ‘Thank you for your time’ ‘Thank you for waiting patiently today’ ‘Good luck with everything’ ‘Take care’

“The purpose of the health system is caring for patients “The purpose of the health system is caring for patients. It is their health system, their facilities, staff and services. They too will respond with respect if that is their experience” (Commissioner Peter Garling, 2008)

Your own scripting Worksheet are available on the Excellence website AIDET My Script Acknowledge Introduce Duration Explanation Thank You Worksheet are available on the Excellence website