1. Acknowledge Introduce Duration Explanation Thank You
Strive for Five
Acknowledge
Introduce
Duration
Explanation
Thank You
AIDET
Committed to Excellence...Be the Difference

2. Twilight Zone
A world without AIDET?
AIDET

3. Strive for Five!
ACKNOWLEDGE -- Greet everyone with eye contact, a smile and use their names if you know them. Every moment counts. Be sure to create a lasting impression. Practicing our 10/5 rule standard of excellence behavior.
“Good afternoon, Mr. Smith. Welcome to Cantex. We want to make your stay as comfortable as possible.”
AIDET

4. Strive for Five!
INTRODUCE — Introduce yourself to others politely. Tell them who you are and how you are going to help them. Escort people where they need to go rather than pointing or giving directions. Practicing our Check the Mirror standard of excellence behavior.
“My name is Susan and I will be helping you bathe today. I am a certified nursing assistant and my specialty is meeting your personal needs. Do you have any questions for me?”
“Mr. White, Jenny Jones will be your nurse this evening when I leave. I’m going to give her a detailed report of your progress and needs before I go. Is there anything you’d like me to tell her?”
AIDET

5. Strive for Five!
DURATION — Keep in touch to ease waiting times. Let others know if there is a delay and how long it will be. Make it better and apply service recovery methods when necessary. Practicing our Prompt Response standard of excellence behavior.
“The Therapy department had to attend to an emergency. They were concerned about you and wanted you to know they have rescheduled your treatment for this afternoon.”
“We’ve paged Dr. Doe to ask about your pain medication. If I don’t hear from him within 30 minutes I will page him again.
AIDET

6. Strive for Five!
EXPLANATION — Advise others what you are doing, how procedures work and whom to contact if they need assistance. Communicate any steps they may need to take.
“Mrs. Smith your doctor has prescribed you hydrocodone; this is a pain medicine that will help minimize your pain. You will receive the medication every 4 hours as needed. Let’s give it about 30 minutes and if you are still in pain after taking we will contact your doctor.”
“Per your doctor’s orders we have to insert a IV catheter, let me explain all the steps for you. First we….”
AIDET

7. Strive for Five!
THANK YOU — Thank somebody. Foster an attitude of gratitude. Thank our patients for allowing us to serve them.
“Thank you for choosing Cantex. It has been our privilege to care for you.”
“Thank you for your call. Is there anything else I can do for you? I have the time.”
AIDET

8. Strive for Five!
Patient Satisfaction is not about making our patients HAPPY….
“It’s about lowering anxiety…. and eliminating or minimizing the “unknowns”