Mar 13, 2011
Improving The Patient Experience One Person At a Time
Improving the way our patients experience healthcare happens one interaction at a time.
I recently was forced to see a non-KSB physician. At the reception desk the greeting I received was this:
Not being the sharpest tool in the shed it took me a moment to realize this was a request for information. I replied and she followed up with this:
“I’ll get you bedded in a few minutes. We’re swamped and don’t have enough staff… Doctor is running behind.”
How do you think my anxiety level was doing at this point? First of all I didn’t want to be there in the first place, secondly I was told I was going to get “bedded” (whatever that means), and finally they were understaffed and the Doctor was feeling pressure to catch up.
A = Acknowledge
I = Introduce
D = Duration
E = Explanation
T = Thank You
Five brief, simple steps in creating a human experience. AIDET works. Personalize it and give it a try today. Our patients deserve our best.
Do you have an example of using an AIDET experience you would like to share? Hit the comment button below.