TL4EO-4 AIDET TRAINING MANDATORY FOR ALL

January 14, 2013

This message is intended for all Penrose-St. Francis Health Services associates.

From the desks of: Jim Humphrey, Vice President of Human Resources for South State Operating Group, and Ann Kjosa, Chief Nursing Officer for Penrose-St. Francis Health Services

AIDET Training Goal: Provide Insanely Great Customer Service

Over the past two years, we’ve been working diligently to introduce and integrate AIDET training in various areas of our organization. With the goal of providing insanely great customer service and convenience, as well as to enhance the patient care experience, AIDET training is a necessary foundational component for all associates within Penrose-St. Francis and ties into our strategic plan. To ensure all associates are aligned with this goal, this training must be completed by December 31, 2013.

Over the next 12 months, we’ll be providing ample training opportunities and are even offering to come to departments for training during staff meetings.

So What Is AIDET?

AIDET is simply an acronym to help us remember some very important communication behaviors that, when practiced consistently, result in increased perceptions of quality of care. It is one example of an evidence-based technique that will help us move the satisfaction of our patients to a higher level. The letters of the AIDET acronym stand for:

Acknowledge

Introduce

Duration

Explain

Thank You

While seemingly self-explanatory, the dialogue we’ll have about AIDET will enhance the likelihood you will actually incorporate this into your daily routine.

You can begin registering immediately via Healthstream for an AIDET training session that works for you. If you’re interested in scheduling training during a staff meeting, contact Janet Reedy in Human Resources at 776-5688, or Rebecca Morland for Penrose Mountain Urgent Care associates.HR

For questions, please contact Janet at 776-5688.

We extend the healing ministry of Christ by caring for those who are ill and by nurturing the health of the people in our communities.