AIDETThe Five Fundamentals of Service inthe Healthcare Industry
Acknowledge• Acknowledge the patient using his or her name. While doing this, be sure to make direct eye contact with him or her. Follow this up with asking: “Is there anything I can do for you?”Is there anything I can do for you?
Introduce• Introduce who you are, what you can do for the patient, what your credentials are, and what kind of relevant experience you have.This is who I am and here is what I do
Duration• Give accurate time expectations for patient events. These may include the following: – Tests – Physician Arrival – Tray DeliveryThe results of your Glucose Tolerance test…
Explanation• Explain the steps you are going to go through, and answer patient quesitons as they come up.• Leave a phone number where you can be reached.I can be reached at…
Thank• Thank the patient for choosing your facility, and for being open and communicative with you.• Thank the patient’s family for any help they gave you, as well as being there to support the patient.Thank you, Thank you very much