In June 2014, the Medical Group Management Association released the results of a questionnaire that ranked members' most pressing practice management challenges. In this edition of “Practice Makes Perfect,” we'll tackle No. 12 on that list: Engaging patients to improve outcomes.
When interacting with patients, gaining trust is essential for obtaining patient compliance and improving clinical outcomes. The acronym AIDET (acknowledge, introduce, duration, explanation, thank you) is an evidence-based communication model created by the Studer Group to improve verbal and nonverbal communications within hospitals. It provides a framework for communicating with patients, families and each other that elevates patient and staff satisfaction and clinical outcomes. This technique should be used across any healthcare organization. Administrators, nurses, care coordinators and physicians should all follow guidelines such as AIDET when communicating with patients because:
It shows respect for the patient and establishes trust. Acknowledging patients may seem like a no brainer, but it also puts them at ease. Doing simple things, such as knocking and asking permission to enter an exam room, using the patient's name or nickname when greeting them and making eye contact will put the patient at ease and help establish trust. Trust is an essential element in the patient-provider relationship; patients are more engaged in their care when this is established.
It can reduce patient anxiety. Patients are often in the midst of a very stressful situation or diagnosis when they are visiting the organization. Making introductions whenever the patient encounters a new staff member can reduce patient anxiety. Tell the patient who you are, what department you work in and how you plan to play a role in their care.
It helps manage patient expectations. I've worked with medical practices for many years and too often I have seen patients become frustrated because they aren't given enough time to ask questions, or there is a breakdown in communication. Tell patients whether there will be a delay in seeing the provider and how long it will take to get the results of a test. Offer amenities while they are waiting in the office. Being an effective communicator and engaging patients along the way will allow them to take a more active role in their care.
It allows for thorough explanation of the care plan. To truly engage patients in their care, they must understand their diagnosis and treatment plan. It is essential to explain clearly, in plain language, what is going on and ask for patient input. Build in time for patients to ask questions. And be sure to plan to follow up with the patient or encourage them to schedule another appointment or reach out to the staff if they need further clarification. I've seen many instances where patients leave the office and don't comply with the treatment plan because they don't understand it or are embarrassed to go back into the office with questions.
It helps show patients they are appreciated. A simple “thank you” can go a long way in building trust with patients and getting them to be more involved in their care. Patients have a choice in physicians and they have a choice in where they receive care. If patients feel appreciated and understood, they are more likely to come back to the practice and more likely to comply with the treatment plan.
Using the AIDET technique in medical practices gives staff and clinicians the opportunity to address concerns, establish a trusting relationship and elevate patient satisfaction. It also engages patients and allows them to take an active role in their treatment plans, which ultimately lead to better outcomes. Since practices are exploring value-based payment initiatives that reward providers and organizations for care quality and satisfaction, employing this effective tool is good for business and patients.
Robert Neuman is an MGMA senior industry analyst.
