AIDETSM The 5 Fundamental Behaviors of Communication: Acknowledge, Introduce, Duration, Explanation, & Thank 1

Training Purpose and Outcomes THE PURPOSE: Establish the case for communication excellence Teach the 5 AIDET behaviors YOU WILL BE ABLE TO: Use AIDET with every patient every time 2

THE CASE FOR COMMUNICATION EXCELLENCE 3

Highest Priorities of Patients The results of an external Patient Focus Group showed that patients’ 3 highest priorities for healthcare were communication related: the quality of the initial interaction clear and warm communication the quality of instructions given Source: KP Care Experience Council 2008 4

AIDETSM = Five Essential Communication Behaviors Meeting Title Here (on Notes Master) AIDETSM = Five Essential Communication Behaviors “It’s all about building connection. Connection builds trust. Trust builds patient compliance. Compliance builds better health for our patients. And that’s the real picture.” Source: Scott Abramson, MD, KP GSAA, Communication Consultant, “Why My Wife Thinks Her Doctor is so Nice” , January, 2006 A Acknowledge Decreased anxiety I Introduce + Increased Compliance D Duration = E Explanation Improved health outcomes & satisfaction T Thank You www.studergroup.com © 2007 Studer Group 5

Every Patient, Every Time, Every Role 6

Increase of 28%ile points The Results are In… The impact of AIDET at the Kaiser Permanente HI Maui Lani Clinic: Health Care Rating (Increase of 6.3%) Personal Doctor Rating (Increase of 5.4%) Personal Doctor Communication Measures Explained Things (Increase of 9.2%) Listened Carefully (Increase of 8.0%) Showed Respect (Increase of 11.4%) Spent Enough Time (Increase of 11.0%) Ability To See Personal Doctor (Increase of 12.4%) Access To Routine Care (Increase of 15.1%) Specialist Rating (Increase of 9.0%) Access To Specialists (11.4%) Source: KP National Market Research Results From The METEOR Survey CY 2009 vs Spring 2010, WCW August 2010 External Organizations Increase of 28%ile points Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS

THE AIDETSM BEHAVIORS 8

Acknowledge Create the impression that you are really glad to see them and anyone with them. Smile Eye Contact Greet: “Hello”, “Good afternoon”, etc.

Some tips… Acknowledge Address the patient/member by name if possible. Mr. Garcia, it is nice to see you again. We’re ready for you, Ms. Evans. If you don’t know their name or how to pronounce their name… ask politely. Acknowledge everyone who is accompanying the person.

An Example… for a medical assistant Acknowledge An Example… for a medical assistant “Hello, Mr. Jones [shaking hand]. If you already know them: I’m glad to see you again. It’s been 6 months since you were last here. If you don’t know them: Nice to meet you. I am sorry to hear you have a nagging cough. If anyone is with them: And who is this with you? [get names of those with and shake hands]. Well, Ms. Jones, I am glad you could make it in with Jim today. It is good to see he has you to come along with him.”

Writing your own AIDETSM

Introduce Basic Introduction Patient Centered Introduction Name Role Statement that Builds Trust and Confidence in your abilities* *http://kpnet.kp.org/qrrm/service2/SOE/trust.html

Introduce Some tips… Use a comment that Builds Trust and Confidence in the care experience. - your background, skills, experience, certifications - your experience in dealing with the business/procedure at hand - your intentions to provide them excellent service today - your coworkers, other departments, physicians, Kaiser At all times the patient has the right to know who is treating them. Source: Patient Bill of Rights Article 3

What if you are new?

What can you say to help build trust and confidence in your abilities? Introduce An Example… “Good Morning, Mrs. Jones. My name is Juan. I am a certified phlebotomist and will be drawing your blood this morning. I have over 3 years experience and do thousands of blood draws each year. I am going to take excellent care of you.” What can you say to help build trust and confidence in your abilities?

Duration Give the member/patient a time expectation How long before follow up? How long before the doctor comes in to see them? If there is a wait time, give time expectation of that wait

Duration Some tips… Give duration estimates for all possible timeframes: - Wait Times: When can I expect to feel better? When will this go away? - Procedures: How long will the test or procedure take? - Business Processes: How long will it take for the specialist to see me? - Results: How long will it take to get the results?

Explain Keep the member/patient informed by explaining all tasks, processes, and procedures Avoid medical jargon Assist member/patient to have clear expectations of what will be occurring and when

Explain Some tips… Narrate the care as you are providing it. Highlight the value for the patient. - For your safety, I am now going to…because…. - I will need you to… because…..for your comfort. - What will happen and what you should expect?

Thank Thank the member/patient for their time, patience (if had to wait), or for choosing Kaiser Permanente Ask if there is anything else that you can do for the member before ending the interaction

Thank Some tips… Be specific about why you were glad to partner with them: - I really appreciated you being so clear about your symptoms. - It is great to have you so engaged and willing to get this back on course. - Thank you for bringing in those over the counter pill bottles. That helped. - I look forward to working with you to get you back to work.

Let’s Practice! Situation #1: A member just walked up to your front desk window to check in. It is obvious the person is not feeling well and seems anxious to see a physician. You are the Front Desk Clerk. Use AIDET to help this member. Situation #2: A member needs several vials of blood withdrawn. The member seems nervous about being poked with a needle. You are the lab tech. Use AIDET to help this member. Situation #3: A member has an unknown mass in their right breast, and now must have an X-Ray/CT-Scan done. You are the technician. Use AIDET to help this member. Situation #4: After waiting for an appointment with the physician, then lab, then radiology, the member is now at pharmacy. The doctor has prescribed a new drug for the member. You are the pharmacist. Use AIDET to help this member.

Observation & Feedback

WRAP UP 25

Objectives Met: Use AIDETSM with every patient every time Support your team to improve their consistent use of AIDETSM Improve the patient/member experience 26

Credits KP National Service Quality KP Hawaii Maui Lani AIDET Implementation Team KP Northwest Service Excellence Team Studer, Q., (2003). Hardwiring for Excellence. Fire Starter Publishing 27

Thank you for joining us today! 28