Principles of Good Communication - PowerPoint PPT Presentation

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Principles of Good Communication
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Principles of Good Communication

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  1. AIDET SM Principles of Good Communication


  3. AIDETSM In Action

  4. Why are Key Words Important?

  5. Why is AIDETSM Important? To our patients, family member and customers (both internal and external?): = + • Improved clinical outcomes • Increased patient & employee satisfaction • Increased UAB loyalty & awareness AIDETSM Increases Compliance AIDETSM Decreases Anxiety

  6. Why is AIDETSM Important? To our staff, faculty and physicians: • Better relationships with patients, coworkers & customers • Patients are more relaxed and at ease • Happier customers • More time spent with the customers up front means better outcomes later on

  7. For AIDETSM to Work Research shows that healthcare facilities that use AIDETSM have better patient satisfaction scores and outcomes than those that don’t . However, there are some “must haves” that every employee must adopt in order for this to work: • You must ALWAYS use AIDETSM. (However, we are trusting you to use your critical thinking skills to determine if each component is appropriate.) • You must be purposeful.(Stop and take the time to Use AIDETSM correctly.) • It must be a conscious, ongoing effort. • Be careful of your nonverbal cues they can have just as much impact on the outcome of the interaction as what you say.

  8. Acknowledge How does this make you feel?

  9. Acknowledge Acknowledge Key Message: “You are important” • Knock (if appropriate) • Make eye contact • Greet everyone • Smile • Enjoy what you are doing

  10. Introduce Introduce Key Message: “You can trust me and trust our care” • Part One - Introduce Yourself • Address Patient/Internal Customer By Name • Your Name • Your Title

  11. Introduce Introduce Key Message: “You can trust me and trust our care” • Part Two – Introduce your credentials and Team • Tell your role • Tell your years of experience and credentials • Manage up

  12. Introduce What is MANAGE UP? Quit playing the “blame game” and start positioning others – individuals, departments, etc. – in a positive light. Let’s practice – Give me some examples of how you would “Manage Up” in your area.

  13. Duration Duration Key Message: “I anticipate your concerns. I know your time is valuable.” Questions to Answer (when applicable) • How long will the visit take? • How long will the test, procedure, wait actually be? • How long will it take to get the results? • How long will it be to see the doctor?

  14. Explanation Explanation Key Message: “I want you to understand and I want to answer your questions. ” When explaining anything: • Explain things in a way that the patient/internal customer can understand • Explain the “Why” • Use verification questions such as, “do you need me to explain more?” or “what questions do you have?”

  15. Thank You Thank You Key Message: “I appreciate the opportunity to serve you” Things to say: • Thank you for choosing our (insert your area here) • Thank you for waiting • Thank you for coming in today

  16. Using AIDETsm • How would you incorporate AIDETsm into interactions at work with internal customers? • What parts of AIDETsm are most important in your department?

  17. How will we know AIDETSM is working? • Managers will ask about AIDETSM questions during rounding for both: • Employees • Patients • We’ll notice indicators during discharge calls

  18. Let’s Practice You work in the Laboratory and a nurse calls to follow up on a test that was ordered but does not have results posted in IMPACT. You have worked as a Certified Medical Laboratory Technician for 20 years and as a lead worker in the lab you are responsible for quality control on the machines. The analyzer that would run the test was down for the last 20 minutes but has been repaired. It usually takes 30 minutes to result the ordered test. Volunteer: Use AIDETSM to introduce yourself.

  19. Let’s Practice You area a Respiratory Therapist who supports the Geriatric Psychiatry Unit. This will be the first time that you are meeting a patient and you are preparing to administer a nebulizer treatment. You have been with UAB for a year but have also worked in healthcare prior to this position. It should take you about 20-30 minutes to assist the patient. Volunteer: Use AIDETSM to introduce yourself.

  20. Partner Up Now let’s practice by customizing AIDETSM to your position and specific area. Practice with your partner.

  21. We are what we repeatedly do. Excellence, then, is not an act, but a habit. -Aristotle AIDET is a great habit to have!

  22. Thank You Thank you for giving us the opportunity to share with you this results driven communication skill. Do not hesitate to ask your manager questions or contact me with additional assistance