1. AIDET The cornerstone to our success A cknowledge I ntroduce D uration E xplanation T hank You

2. Why is the use of AIDET so important ? Reduces patient anxiety Increases patient compliance Improves clinical outcomes Increases patient satisfaction

3. A cknowledgement: Eye contact Smile Stop whatever you are doing so your patient knows they are the most important person at that time Acknowledge the patient by their name

4. I ntroduction: Welcome State your name State your department State your role in the customer’s care

5. D uration: Explain how long before the visit, procedure or process will start Explain how long the visit, procedure or process will take Explain what will happen afterwards Report progress periodically so your customer knows he or she is not forgotten

6. E xplanation: Explain the procedure in terms understandable to the patient Explain who will be involved in providing their care Explain if the process will cause pain or discomfort, or if any post procedure instructions are necessary Offer to answer any concerns, questions, or resolve any complaints

7. T hank You: Say, “Thank you for allowing us to provide for your healthcare needs. Ask, “Is there anything else I can do for you?” Adapted from the book “Hardwiring Excellence” by Quint Studer