Making a Difference with Positive Impressions and AIDET. Lisa Hare Manager, Performance Excellence Support Services

Transcription

1 Making a Difference with Positive Impressions and AIDET Lisa Hare Manager, Performance Excellence Support Services

2 Imagine perusing the classifieds and running across this ad: Seeking medical professional that is tired, bored, unenthusiastic, apathetic and conveys an overall disinterest during the greater part of the day.

3 Presentation Takeaways How will this presentation benefit my role as a Health Unit Coordinator? How to focus on positive impressions Best practice tactics to add to your communication tool kit Using a proven communication tool to improve communication consistency and effectiveness

4 Healthcare Flywheel Prescriptive To Do s: AIDET Purpose, worthwhile work and making a difference Bottom Line Results (Transparency and Accountability) Self-Motivation

5 Passion + Prescription Passion Prescriptives

6 Who is my customer and why does it matter? It s who we serve The core of why we re here A Reflection of Sacred Work

7 Now That We ve Covered the Obvious Who ELSE is my Customer??

8 Opportunities exist for us to Define a direction related to service standards and expected staff behaviors to drive results Use an evidence based tactic (AIDET / Managing Up / Key Words at Key Times) to create consistently exceptional service to all patients without adding to work we re already doing Brand your department around service Like Ritz Carlton or Nordstroms What do you remember about middle performers? (probably very little!)

9 Positive Impressions: Get ready for the call Use these tactics for the best possible impressions: Stop any other conversations Discontinue any eating or drinking This is not the time to multi-task! Resist the temptation to type or shuffle papers around Pretend you are face to face by staying engaged, genuine and focused. Remember good posture affects how you come across on the phone!

10 Positive Impressions The side of the fence the customer chooses is influenced by what we say and how we say it when we answer their call.

11 How does the caller know you are positive? What we say plus how we say it: Tone of voice Volume of your voice Speed or cadence Enunciation Use layman language Be in a good place (think positively!)

12 SMILE!

13 Greetings Be sure to use a greeting that is concise, helpful and friendly Internal calls should include a greeting, the full department name (i.e.-surgical Intensive Care Unit) and your first name External calls should include a greeting, hospital name, type of unit (i.e. inpatient unit), the full department name and your first name Adding how may I help you today? will start the call positively

14 Always say Goodbye Is there anything else I can do for you? Use appropriate closing Ensure call has ended Thank them For choosing your organization For giving you the opportunity to help them Document important details

15 Effective Listening Hear Ye, Hear Ye here s the good news! Active listening is one of the easiest, least expensive and most effective ways to improve customer service and overall communication.

16 6 Guidelines for Effective Listening 1. Pay full attention (No multi-tasking) 2. Display a positive attitude (convince yourself) 3. Give caller your complete focus (Wandering? adjust body position, jot down question) 4. Acknowledge that you re listening 5. Pause before you speak (don t interrupt, give impression that you re considering what they said.) 6. Confirm your understanding (What I heard you say is If I understand correctly )

17 BODY LANGUAGE What is Body Language? How does it effect others perceptions? How can I improve the patient experience through body language?

18 Five Fundamentals of Patient Communication Common sense uncommonly practiced A I D E Acknowledge Introduce Duration Explanation T Thank You Big Trap: I do this already.

19 Why do we use AIDET? Decreases Anxiety + Improves = Compliance Increased clinical outcome and increased patient satisfaction What do you do when YOU are scared?

20 A Acknowledge Key message: Creating a good first impression Smile! Make eye contact with patient and their family Always start with a greeting Use open body language Acknowledge everyone present Ask: What else can I do for you?

21 I Introduce Key message: Reducing the patient anxiety Your name and title Department Your ability to provide service and help This may feel awkward at first, but it isn t about YOU, it is about making the PATIENT feel comfortable and confident in the care they are provided!

22 I Introduce-opportunities Different opportunities for introductions: On the phone to patients or other internal customers Answering the call light for patients on the unit Giving the IM notice to Medicare patients Being proactive to meet a patient or family need (don t be afraid to ask, Is there anything else I can do for you? ) How are you introducing yourself now?

23 D Duration Key message: Keeping the patient informed Procedure time Reason for delay (if known) When will the doctor/nurse be available? It s not the wait that gets the patients upset it s not knowing why or how long Updating the patient regularly!

24 E Explanation Key message: Explain your part in the patient s care plan and actively listen to the patient Why are we doing this? What will happen and what should you expect? What questions do you have? Use language patients can understand Next Generation: What concerns do you have that I can answer right now?

25 T Thank you Key message: You are appreciated Using closing key words: It was nice to see you again I m glad we were able to take care of you today Again, my name is Lisa Hare and it was a pleasure to meet you today. Thank you for choosing us for your care. What s YOUR personal touch?

26 Managing Up Key message: You can have confidence in us Positioning yourself & others in a positive light Helps patients to feel at ease with: Their providers Their next caregiver (ancillary, co-worker, surgery) The coordination of their care Gives co-workers a head start in gaining patient confidence

27 Managing Up: Examples I have been working with Dr. Jones for seven years now. He sees hundreds of patients each year and he offers the very best care to each of them. I think you ll really like him. (remember, it s not about you, it s about reducing patient anxiety) You will be seeing Dr. Smith for your next visit. You are so lucky! He is an incredible physician-all his patients rave about his care. Dr. Jones wants you to have some lab tests done. They have an excellent staff there and will take very good care of you. Everyone on this floor really loves their job. You are in good hands here-we are going to take great care of you!

28 Managing up-challenges & opportunities If you don t feel comfortable managing someone up: Ask yourself why If it s that you don t know them well, get to know them. In the interim manage up the hospital. Perhaps a patient told you something negative about that person. Take the time to turn it around. Don t get caught in the downward spiral. If it is something new to you, take it on as a challenge and practice! The good news is managing up is contagious and everybody wins when you use it!

29 An actual patient comment All clinics! I do not like the Dr/RN/assistants speaking to me or listening to me when they are obviously typing or reading to their computer monitor. Who am I talking to?? Are they paying attention to me or the monitor? Do I need to repeat my statements if there is no response from the obviously distracted provider? Am I an Edith Bunker who must stifle myself until computer responsibilities are fulfilled? Grrr...

30 Key Words are... Key words are those phrases and sentences that we use to connect the patients and customers back to the quality of care and service we provide. Help patients, staff and physicians understand why we do things and what is going on. Words have tremendous power. The right words spoken by the right people at the right times can lift up communities, transform lives, mend relationships, break hearts even topple empires. -Quint Studer

31 Key Words at Key Times - Why... Patients can be distracted, frightened, and in pain Patients are in a state of building trust with us For our customers, they want effective and efficient services and have come to YOU as the experts Key Words take the guesswork out of our service Key Words unlock the door to great service!

32 TEN FIVE RULE 10/5 10 feet-eye contact and a smile 5 feet speak/acknowledge, Good Morning

33 Making a Great First Impression! It takes just a quick glance, maybe three seconds, for someone to evaluate you when they meet you for the first time. In this short time, the other person forms an opinion about you based on your appearance, your body language, your demeanor, your mannerisms, and how you are dressed.

34 A Winning Smile! Smile and the world smiles too. So there s nothing like a smile to create a good first impression. A warm and confident smile will put both you and the other person at ease. So smiling is a winner when it comes to great first impressions.

35 What s in it for me? Less anxiety = a good listener Reduced discomfort for patient and you Improved relationships Less rework A better work environment Financial impact for organization

36 Patient care-why we do what we do Cleveland Clinic-Empathy video

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38 The Results Speak For Themselves Significant Improvement in Outcomes

39 Key Words at Key Times AIDET Outcome Outpatient Satisfaction AIDET Training Began Tactic and Tool Implemented: AIDET Source: Advocate Good Samaritan Hospital, Beds = 303, Admissions = 17,486

40 AIDET SM Impact on Safety and Quality Change in Percentile Ranks Ease of obtaining test results (60.0%) CP instructions for follow-up care (80.0%) CP information about medications (73.5%) CP efforts to include in decisions (73.3%) CP concern for prob/condition (84.2%) Access to care (46.5%) Overall Patient Satisfaction (53.0%) Post AIDET Pre AIDET Percentile Rank Source: Oklahoma University; OUP Hematology/Oncology Clinic & Infusion Center; 10 providers & 22 staff, take care of 15,000 clinic visits & 10,000 chemotherapy infusions per year

41 Effective Implementation AIDET Turn Complaints into Compliments % decrease in complaints # of Complaints # of Compliments 0 1Q07 2Q07 3Q07 *Data provided by University Medical Center, Tucson, AZ **Source: 2007 AIDET product evaluation survey of PARTNERS and NONPARTNERS

42 Tips and Traps I already do it. I don t have the time. It feels uncomfortable, forced I don t believe it works. AIDET replaces firefighting Tools are hardwired through practice and observation

43 It isn t hard to be good from time to time, what s tough is being good every day. - Willie Mays

44 Summary AIDET is easy to learn and use AIDET is evidence based and effective AIDET does not add time to the patient encounter Consistent and effective patient communication will significantly benefit all of your interactions.

45 I am an optimist in health care. Are there challenges? You bet. Can we be better? We have to be. So why am I optimistic? I see difference makers everyday. So do you. It starts when you look in the mirror. Never underestimate the difference one person can make. ~Quint Studer

46 Thank You for Making a Difference! Lisa Hare Lisa.hare@froedtert.com (414)

47 The Studer Group Acknowledgements The Cleveland Clinic Great Customer Service on the Telephone, Kristin Anderson, AMACOM