The AIDET model of healthcare customer service ensures each patient interaction (clinical or not) leaves the patient feeling welcome and with a clear understanding of what happens next.

We try to model this between our staff too! You will find we are quick to Acknowledge, Introduce, and Thank each other in meetings, hallways, and other shared spaces.


Acknowledge:
Greet the patient by name. Make eye contact, smile, and acknowledge family or friends in the room.

Introduce:
Introduce yourself with your name, skill set, professional certification, and experience.

Duration:
Give an accurate time expectation for tests, physician arrival, and identify next steps. When this is not possible, give a time in which you will update the patient on progress.

Explanation:
Explain step-by-step what to expect next, answer questions, and let the patient know how to contact you, such as a nurse call button.

Thank You:
Thank the patient and/or family. You might express gratitude to them for choosing your hospital or for their communication and cooperation. Thank family members for being there to support the patient.