Patient loyalty is not gained by delivering “core services” but by receiving service above expectations
Below are some tips on ways to improve patient experience:
- Knock, wait for a response
- Acknowledge patient and family, Introduce yourself, smile; apologize if patient kept waiting
- Sit, face the patient, make eye contact
- Break the ice
- Listen and don’t interrupt patient
- Paraphrase patient’s history to verify understanding; identify top priorities
- Display empathy and personal manner
- Give patient information as you go (think out loud) and thoroughly explain what is happening and give time frame if possible
- Involve patient in care planning, agree on plan
- Ask if patient or family needs more explanation after each major point and if there are any reservations or concerns about plan
- Summarize treatment plan avoiding medical jargon
- Manage-up colleagues, provide heartfelt, genuine close to the encounter with hand on shoulder, and offer a handshake.
Ever wonder what “Core Measures” are and why they are so important? If so find out here.
Details on core measures can always be accessed by going to menu Doctor → Core measures.
AIDET is a simple acronym that represents a very powerful way to communicate with people who are often nervous, anxious and feeling vulnerable.
The list of core measures can be found under the Doctor menu.