AIDET is an acronym for Acknowledge-Introduce-Duration-Explanation-Thank You. Bronson Healthcare utilizes this customer service scripting strategy to help reduce patient anxiety and increase patient compliance, enhance communication and clarity, and support healthcare professionals, thereby improving patient satisfaction and outcomes.
AIDET is a structure for communication that enables healthcare professionals to engage patients in a way that demonstrates empathy, improves clinical outcomes, and reduces burnout caused by miscommunication.
Program Details
This training initiative was spearheaded and taught by the COO of Bronson’s physician practices, who had used the training in a previous healthcare system. She led in-person sessions for all of the practice directors and managers, who then were tasked with training their direct reports with this interactive tool.
The COO recorded an on-demand training session that was accessible to anyone needing additional training or support. It also ensured that all practice employees knew there was a new expectation to use the AIDET form of interaction with every patient, every time, at every touchpoint. Additionally, a custom artificial intelligence (AI) simulation was created so employees could practice their AIDET skills.
The team developed an audit form, and every employee was required to be audited by their leader within the first month of being introduced to the tool. Leaders are required to perform 10 random audits each month to ensure employees are utilizing the tool. In addition, a quarterly, in-person session (BOLD AIDET) was added to Bronson’s Center for Learning class calendar for anyone new to the practices, those who would appreciate or need an in-person refresher, or those outside of the practices who were interested in learning and utilizing the tool.
Results
Approximately 25 percent of Bronson employees in its outpatient care offices were trained through this program. The Press Ganey Likelihood to Recommend score based on patient feedback (patient satisfaction) increased from 93.9 to 94.5 in 2024, surpassing the organization’s goal.
