AIDET

AIDET is an acronym that represents a structured framework to communicate, used most often in healthcare settings to improve patient interactions, communicate clearly, show empathy, build trust and create a positive patient experience during every encounter, whether in person, on the phone, or virtually.

Acknowledge – greet warmly with a smile and recognize their presence or concerns to set a respectful tone, verify pronunciations and name preferences, and show compassion.

Introduce – share your name and role in the process, explain why you are there, share experiences, expertise and information with the other person to make them feel at ease.

Duration – explain the honest time expectations and schedule, to help manage expectations by letting people know how long things will take, which reduces anxiety and uncertainty and shows respect for the person’s time.

Explanation – involves clearly describing the current status, upcoming procedures or next steps, or reasons for delays using the preferred language that people can clearly understand. It should also invite others into the conversation by asking if they have questions.

Thank – closes the interaction with gratitude, reinforcing respect and appreciation for their time and cooperation, and helps ensure a positive interaction and opportunity for future interactions.

You may not need to use every step of AIDET, but using any part is helpful to create a positively memorable experience.

Links

• AIDET®: Five steps to create positive interactions (with resources)