RENÉE CAROLAN

-PATIENT RELATIONS

-- PATIENT SATISFACTION

WHO IS THE PATIENT ADVOCATE?

WE ALL ARE!!

AT THE CORE OF EVERY JOB / POSITION HERE, IS THE ROLE OF AN ADVOCATE

THEREFORE… THE ANSWER IS: IT’S ME!!!

IT’S ME! I – INDIVIDUAL

T – TEAM

S – SERVICE

M – MAINTAIN

E – EMPATHY

CAN I TAKE A COMPLAINT?

YES! ANYONE CAN TAKE A COMPLAINT

ALL COMPLAINTS SHOULD BE SHARED WITH THE PATIENT RELATIONS DEPARTMENT AND THE DIRECTOR OF THE AREA INVOLVED.

COMPLAINTS AND GRIEVANCES A Complaint is something that required an

intervention but was addressed and resolved right away.

A Grievance is a concern that requires investigation and cannot be resolved immediately. A letter of response is required. Anything in writing e.g. (e-mail/fax/letter/website submission) is automatically considered a grievance.

AT THE HEART OF THE MATTER

COMMUNICATION COMMUNICATION

ANXIETY REDUCTION = SERVICE EXCELLENCE Customer service looks a little different in a

hospital setting.

What is AIDET? AIDET is a way we can comfort our patients and their

families through communication

Patients want to feel safe and secure… It is up to us to make that happen

Patients judge the quality of their care based upon things that aren’t clinical

Cleanliness of the hospital

How good the food is

How nice the building looks

How helpful every single person is to them and their family and visitors

Communication is key to making sure patients feel secure

What Difference Does Talking Make to Patient Care?

Good communication…

Helps to build relationships with patients and their families

Eases anxiety

Helps patients and families understand their care better

Reduces errors by improving communication with staff

Improves coordination of care

Aligns the behavior of the staff with the needs of the patients and staff

Reflects the customer service standards of the hospital

Ensures that everywhere patients, visitors and families go within UPMC St. Margaret, everyone helps them in the same way

AIDET is a tool that will help YOU help our patients and families

Safety A Acknowledge

Decrease Anxiety I Introduce

Increase Compliance D Duration

Quality E Explanation

Patient Loyalty T Thank You

Acknowledge Key message you are communicating to your

patient…

“YOU are important”

How do you do this? Make eye contact with the patient and family

Greet the patient and family in a friendly way and make the patient feel that you expected them

Be polite and respectful

This helps you to connect with the patient

Introduce Hi! I am _______________.

Explain your role at UPMC St. Margaret

Tell the patient about your expertise

What education you have that enhances your role?

What experience you have that indicates “you have it all under control”?

What skill set do you have that indicates you are an expert?

What certifications do you have that lend credibility to you?

Duration If we manage the patient’s expectations about time, they

will feel less anxious

Tell your patient…

How long the registration process will take and if there are there any delays.

How long the test, procedure, appointment or admission will actually take?

How long it will take to get the results of tests.

Explanation We want to keep you informed Tell patients… Why we are doing this test. Why we

are giving this medication. What will happen and what you

should expect To ask questions (about medications,

instructions for follow up care)

Thank You Closing Key Words

Thank you for choosing our hospital

Thank you for your patience

Thank you for working with me

Great opportunity to manage up

Managing Up _________________ will be taking care of your this

evening. I have worked with him for the past year . He is a WONDERFUL nurse.

Lunch is coming! The hostess, __________, will be here shortly with your tray. We have great food at St. Margaret. If you have a request, just tell the hostess.

Here is Joe, from the Transportation Department. Joe is a great guy. He will see that you get to Radiology quickly.

So….let’s see how AIDET works

We are going to “secretly” observe a patient going for a test at UPMC St. Margaret