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For great customer service, try AIDET

By Lauren | June 18, 2009

This week, I had the pleasure of speaking to a group of health care professionals at INOVA Alexandria Hospital about how to make effective apologies in the wake of medical error. While preparing for the presentation, I spent some time looking at a system developed by the Studer Group to help medical staff build a rapport with patients. It’s called AIDET, and it’s absolutely great!

AIDET is an acronym for a process that works like this. Before a medical procedure:

Acknowledge: Greet the patient;
Introduce: Say hello and introduce yourself;
Duration: Let the patient know approximately how long you expect the procedure to take;
Explanation: Tell the patient how the procedure will go in plain English, so the patient knows what to expect;
Thank you: Express appreciation to the patient for giving you the opportunity to serve him or her.

The Studer Group describes AIDET as “a simple acronym that represents how we can gain trust and communicate with people who are nervous, anxious, and feeling vulnerable.” How many of your clients and customers meet that description? Personally, I think AIDET is a system that would enhance communications in many businesses. It may have started out as a medical tool, but AIDET has a lot to offer companies as well.

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Topics: business communications, customer relations, ethics, Lauren Recommends | 6 Comments »

6 Responses to “For great customer service, try AIDET”


  1. Craig Deao Says:
    June 18th, 2009 at 8:08 pm

    Hi Lauren-
    Thanks for this terrific note about the power of AIDET! It’s gratifying to see that the initial reaction is similar to the long-term results this tactic produces. It’s a simple but profound concept. The only downside is that once you understand it, you’ll find yourself looking at every future service encounter with a higher level of expectations.

    Thanks for sharing this and let us know if we can be of assistance in your work to help make healthcare better.

    Craig Deao
    R&D Leader
    Studer Group
    craig.deao@studergroup.com
    214-405-9062

  2. Lauren Says:
    June 19th, 2009 at 8:46 pm

    Hi Craig,

    Welcome to my blog! And yes, I think AIDET is a powerful tool that applies in practically every business setting. Thanks to the Studer Group for finding such a clear way to express such an important idea.

    Lauren

  3. quint Studer Says:
    June 20th, 2009 at 4:26 pm

    I add my thanks. We find that when AIDET is used it reduces patient and family anxiety. Especially with the introduction of staff and their skill set, understanding duration, such as when results will come and with explanation of the when, why, what and how. Combined they also increase treament plan compliance. Mt. Sinai in NY have done good research to connect why AIDET improves outcomes. Thanks so much for helping others learn. you help save lives.

  4. Lauren Says:
    June 22nd, 2009 at 5:55 pm

    Hi Quint,

    Welcome to my blog, and I’m glad to help spread the word about AIDET. This is a tremendous concept that can do a world of good in almost any setting. It’s important for the medical community and the business world to learn more about it.

    Lauren

  5. Faye Sullivan Says:
    June 24th, 2009 at 3:06 am

    Lauren,

    I am a coach with Studer Group and have used this simple concept to help hundreds of healthcare leaders and staff create a better experience of care. But I wanted to share a different perspective. I also own a Montessori pre-school. We have found that AIDET is highly effective for mom’s who are leaving their young child with us for the first time. Seems we calm their fears when we acknowledge them, let them know about the teacher who is caring for their precious child and what will be happening throught the day. I think you are right. This is a tool for all!

  6. For great customer service, try AIDET | The Business Ethics Blog | ethicalonlinemarketing.com Says:
    June 25th, 2009 at 3:53 am

    [...] here: For great customer service, try AIDET | The Business Ethics Blog Social [...]

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