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.