Service Excellence AIDET

1. ServiceExcellenceAIDET

2. Thank you for participating in this Service Excellence (AIDET) training. Our goal is to take the patient satisfaction and emotional care of patients to another level.  It is only through the efforts of our staff that we will continue to increase patient satisfaction.If we treat patients in the same manner that we would like our loved ones to be treated – we cannot go wrong. David Musyj, President and CEO

3. WRH Mission / Vision and Motto Our Mission: Deliver an outstanding patient care experience driven by a passionate commitment to excellence. Our Vision: Outstanding Care – No Exceptions Our Motto: Compassion is our Passion

4. WRH Guide to Service Excellence Mission & Vision AIDET Service Excellence Patient Experience Task Force Lullaby / Lean on Me Service Recovery Above & Beyond Patient Bill of Rights Wellcome Mat/ Concierge

5. Results Cone

6. What the Patient Thinks Patients don’t care how much you knowuntil they know how much you care.

7. MOMENTS OF TRUTH You are the MomentofTruth... END START If you get it right, you have a chance to undo all the wrongs that may have happened to the customer before seeing you. CYCLE OF SERVICE Any episode where the customer comes in contact with the organization and gets an impression of its service. If you get it wrong, You are erasing the good memories of care and service the customer has had up until now.

8. Please Stand Up Exercise

9. YOU Are the Patient! Activity

10. Instructions 1. Select one person to act as the “patient” in your group The person chosen to be the patient must: Leave the room and go to the nearest rest room Remove all of your clothing and put on the patient gown Remove all jewelry and any valuables and place in the marked bag Share with your group if you have glasses, dentures or a hearing aid(s) 2. PLEASE send the person playing the patient to the co-facilitator

11. Debrief What was your honest initial reaction when you thought that ONE OF YOU may have to follow the instructions? Did someone volunteer? Were others relieved they did not have to go? Did anyone think that there was NO WAY that anyone could make you do this? Do you know how many people at WRH are asked to do this on a daily basis? People just like you and me… How might our tone of voice, the words we use and/or the acknowledgement of their discomfort make this easier?

12. Why is Service Excellence Important? WRH wants to treat patients well because it is the right thing to do and it supports our Vision/Mission Vision: Outstanding Care – No Exceptions Mission: Deliver an outstanding care experience driven by a passionate commitment to excellence.

13. Service Excellence Improves Communication “Being Kept Informed” was the MOST important characteristic when “returning to a hospital for future visits.” 2007 McKinsey Survey of >2,000 patients with commercial insurance or Medicaid

14. Service Excellence Improves Quality and Safety “Inadequate communication between care providers or between care providers and patients/families is consistently the main root cause of sentinel events.” Improving America’s Hospitals: The Joint Commission’s Annual Report on Quality and Safety 2007 “The ability to empathize with a patient not only makes doctors more likable but improves the quality of care they provide.” Source: Canadian Medical Association Journal

15. “A patient is far less likely to adhere to a treatment plan if they don’t have trust in their doctor. If they don’t trust their doctor, they wont trust the treatment.” Source: NYU School of Medicine Service Excellence Improves Trust and Compliance

16. Service Excellence Improves Patient Understanding 72% of patients are unable to list medications they take 58% of patients are unable to recite their own diagnosis Source: Mayo Clinic 2007

17. “Because greetings are one way to ensure proper identification of patients, they may well be considered a fundamental component of patient safety.” Service Excellence Improves Safety An Evidence-Based Perspective on Greetings in Medical Encounters by Gregory Makoul, PhD; Amanda Zick, MA; Marianne Green, MD

18. Service Excellence Improves Finances The most common cause of malpractice suits is failed communication with patients and their families. Improving ways to communicate with patients could lead to fewer malpractice claims and allow health care organizations to reduce litigation costs. The Physician Executive, June 2004, Reducing Litigation Costs Through Better Patient Communication

19. Service Excellence Improves Finances • Hospitals currently receive 70% of their funding from either Quality Based Procedures (QBPs – 30% ) or Hospital Based Allocation Model (HBAM – 40%). Both are volume based funding • What this means is that the more you do (to a limit in some cases) the more credit you get and the more money you receive • Since patients DO have a choice as to where they get certain procedures done, that decision impacts our volumes, and therefore, our funding

20. Service Excellence Improves Finances • E.g. WRH gets approx. $7000 for every hip replacement it performs – this includes all costs except for the physician (paid through OHIP). WRH is only allocated so many hip cases per year to do. If we do NOT do as many as funded we could lose those volumes to another organization (lose volumes = NOT get the funding) • If patients have a great experience at one hospital (or a poor one) they will talk to their friends and either recommend that hospital or tell their friends to go somewhere else

21. Service Excellence Improves Patient Satisfaction Would you recommend this hospital to your friends and family (Inpatient care, PAEDS, and ED)?

22. Each encounter, eachmoment … counts!

23. WHO ARE OUR GUESTS?

24. Who Are Our Guests?INTERNAL GUESTS • Co-workers • Volunteers • Students • Suppliers

25. Who Are Our Guests?EXTERNAL GUESTS • Patients • Families/significant others • Visitors • Referring Physicians • Community Partners

26. Take a Stretch Break!

27. AIDET Communication

28. AIDET Ground Rules It does not have to be linear Common sense still applies We don’t train our patients Consistent use of AIDET is what works AIDET is not used as a de-escalation tool

29. AIDET – Five Fundamentals of Communication Acknowledge A Decreased Anxiety Introduce I Increased Compliance Duration D + Explanation E Improved clinical outcomes and increased patient satisfaction Thank You T

30. A - Acknowledge • Acknowledge communicates: “You are Important” • How do you make guests feel important? • Make eye contact • Give undivided attention • Smile / Nod • Shake hands • Address guest by formal “Mr/Mrs/Miss (Last Name)” • By acknowledging, you are helping to decrease a guests anxiety

31. I - Introduce • Introduce communicates: “You are in good hands” • How do you let guests know they are in good hands? • “My name is….” (Provide your name) • “I work in the _________ department” • Explain your role • Ask “how can I help you?” • Do not use acronyms e.g. PT • By introducing, you are helping to decrease a guests anxiety

32. D- Duration • Duration communicates “I anticipate your concerns” • What do you say to communicate ‘I anticipate your concerns’? • Provide wait times upon arrival • How long the test or procedure will take • How long it may take to expect their results back • Apologize for a delay • Update family members if there is a status change • By providing a duration, you are helping to increase compliance from a guest

33. E- Explanation • Explanation communicates “I want you to be informed and comfortable” • What do you do to inform and comfort guests? • Actively listen to the patient’s story • Use language the patient can understand • Explain what you are doing/describe your actions • Explain a treatment/procedure • Be honest (e.g. “This is going to hurt”) • By providing an explanation, you are helping to increase compliance from a guest

34. T – Thank You • Thank you communicates “I appreciate the opportunity to care for you” • What do you say to show appreciation to our guests? • “Thank you for choosing WRH” • “Do you have any other questions for me?” • “It has been my pleasure to assist/help you” • “Is there anything else I can assist you with?” • Saying thank you helps to improve overall patient satisfaction

35. AIDET – Five Fundamentals of Communication Acknowledge A Decreased Anxiety Introduce I Increased Compliance Duration D + Explanation E Improved clinical outcomes and increased patient satisfaction Thank You T

36. Talk Up

37. AIDET Demonstration

38. AIDET in Action

39. Practice Form groups of 3 people There will be 3 rounds of role playing. In each round you will take turns being: The employee – Use AIDET in the customer interaction you chose (scenario you experience in your job) The patient/guest – React as a typical guest would react The observer/coach - lead your team in discussion on what went well, and what could have better Groups will be asked to present to the class

40. 100/0 Principle

41. Results Cone NEW

42. “People will forget what you say; people will forget what you do; But people will never forget how you made them feel.” -Maya Angelou

43. Commitment Based on your insights today, what do you pledge to start doing to improve customer engagement in your department? Complete your commitment badge card Share your commitment (in class and in your workplace)

44. Thank You “Talk Up” Service Excellence Training to colleagues – plan is to train all staff!