A method for an exceptional patient experience

AIDET in three parts

Did you know CMC promotes the effective, evidenced-based Caring Communication skills of AIDET, Language of Caring and Service Recovery? This issue the focus will be AIDET which is an acronym that represents an effective way to communicate utilizing the five fundamentals of human interaction: Acknowledge (A), Introduce (I), Duration (D), Explain (E) and Thank (T).  A large barrier for communicating effectively is fear and anxiety. Reflect on a time when you were fearful or anxious.  Were you able to listen well and understand what was being said?  Using AIDET helps reduce fear and anxiety, and establish trust with a patient which allows you to communicate important information more effectively. 

How can you use AIDET to advance your communication with patients?  First embrace CMC’s value of compassion. Pause, and consider that person’s perspective.  Second, remember it takes only seven seconds to make a first impression: so make that impression count.  A good impression builds confidence.  Right or wrong, people formulate an opinion of you quickly and that can impact your ability to communicate. Third, be aware of your body language. Non verbal communication represents 55% of communication authenticity. Simply, people believe what they see in another person.  Keep these factors in front of mind before you use AIDET. Below is a three step “method” to delivering an exceptional patient experience using AIDET.  As Vince Lombardi said “Practice does not make perfect. Only perfect practice makes perfect.”  Give it a try, see the impact, assess the value, and adopt the gain.  Thank you in advance for your continued engagement and support on our journey to excellence! 

Step 1: The Beginning
Goal: Creating a good first impression with every patient/family encounter 
AIDET components used: A, I

• Knock on the door or announce your presence, "Hello, may I come in?" 
• Acknowledge the patient by name and greet them in a warm and friendly manner. 
• Introduce yourself and your role in their care.
• Sit down whenever possible. 
• Maintain consistent eye contact.

• Use language patients can understand. Avoid medical jargon.
• Maintain eye contact when speaking. Listen with your eyes and your ears.
• Explain the plan of care: diagnosis or status of their condition, proposed treatment, and what follow-up is needed.
• Explain next steps.

• If the patient looks confused, frightened, or anxious based on what you have told them, say: "What are you most worried about?" or, "I can sense that you are concerned or worried. Please tell me more."
• Sum up the plan of care: "Let me summarize the plan of care so that both of us have a good understanding of what happens next”. 
• End with a statement that makes the patient feel appreciated and lets them know you enjoyed meeting them. "It was a pleasure meeting you today," "I'm glad you came in to see me today," or "I'm glad I was able to help you today".