If you’re a GVMH Team Member you’re familiar with AIDET which stands for Acknowledge, Introduce, Duration, Explanation and Thank You. AIDET is a tool we use to make sure we are communicating with the patient in a manner that will help to reduce the patient’s anxiety and facilitate a better outcome for the patient. I recently read about another acronym that “relates” to AIDET and I believe you’ll agree it helps to reinforce the power of AIDET. Here’s a definition of RELATE:
Step 1: Reassure
Reduce anxiety and concern by sharing your qualifications and experience; manage up the facility and co-workers as well.
Step 2: Explain
Describe in clear, concise language what the patient can expect to experience. Use readily understandable terms.
Step 3: Listen
Focus attention actively on the patient and encourage them to ask questions. Look for both verbal and nonverbal cues that indicate a patient has a concern, anxiety, or lacks understanding. Ask open-ended questions like “what concerns do you have?”
Step 4: Answer
Respond appropriately to patients’ questions or concerns by summarizing what the patient said and then answering. Confirm their understanding.
Step 5: Take Action
Perform the task or procedure at hand for the patient, narrating your care as you go. Let the patient know what is happening each step of the way. It is important to narrate your care as you begin the task or procedure, and throughout.
Step 6: Express Appreciation
Thank the patient and his/her loved ones for allowing you to care for him/her, and for selecting your healthcare organization. Gratitude reinforces that the medical team is honored to care for their loved one and creates loyal patients.