The UT Health Way of communicating with patients includes the use of the A.I.D.E.T. acronym, a Studer communication tool. "AIDET® is a communication framework for healthcare professionals to communicate with patients and each other in a way that decreases patient anxiety, increases patient compliance, and improves clinical outcomes.
The acronym AIDET® stands for five communication behaviors: Acknowledge, Introduce, Duration, Explanation, and Thank You." (Studer Group) This tool has been introduced in both the Manager and Staff Certification Programs and will be included in the onboarding of every new faculty and staff.
To provide our patients with an exceptional and differentiated first and lasting impression, UT Health Physicians has adopted Gold Standard methods for the Acknowledge and Thank You elements of A.I.D.E.T. It is expected that every patient will be greeted and thanked by our physicians, providers and staff using the following phrases:
In-person greeting
“Welcome to UT Health.”
Telephone greeting
“Thank You For Calling UT Health.”
Farewell for both in person and on the telephone
“Thank You For Choosing UT Health.”
Communication is the foundation of any relationship, and using the methods of A.I.D.E.T. improves clinical outcomes and increases the patient, staff, and physician experience by providing a structured and consistent method of relationship-building.
Familiarize yourself with A.I.D.E.T. Each letter of the acronym is described below.
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Definition
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Benefit
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A
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Acknowledge the patient by name. Greet them like a guest you would welcome into your home.
Gold Standard and Expected UT Health Greeting:
In person – “Welcome to UT Health”
Phone – “Thank you for calling UT Health”
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- Provides a warm welcome
- Personalizes care
- Decreases anxiety
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I
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Introduce yourself and any team member who will be serving them
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- Builds relationships
- Shows acceptance of accountability for care
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D
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Duration – Set expectations for how long it will take for wait time, procedure, call back, test results, etc.
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- Shows respect for patient’s time.
- Offers choices and empowers patient to make decisions
- Puts patient at ease
- Increases compliance and quality of care
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E
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Explanation – Provide explanation for what will be done, how it will be done, and why
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- Educates and engages patient
- Decreases patient anxiety
- Builds patient confidence
- Increases patient adherence
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T
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Thank You – Patients have a choice. Show appreciation when patients choose and trust UT Health for their care. They are putting their lives in our hands.
Gold Standard and Expected UT Health Closing:
“Thank you for choosing UT Health”
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- Shows appreciation
- Makes patient feel good about decision to visit UT Health
- Reinforces loyalty and growth
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