Of all the quotes I’ve ever read I believe this one best defines what great health care is really all about.
Act without expectation, I could stop typing now but…
Most health care organizations have great mission statements and many even live up to their mission. GVMH’s is: To provide exceptional health and wellness services with friendliness and compassion. It’s a great mission and we live it everyday and most importantly, we do it without expectation.
Health care is a service and in many services there’s an expectation. When you go to a restaurant the waitress or waiter has an expectation for a tip. The same is true of a bell hop or valet.
Health care is different because our patients can’t always provide even something as simple as a “thank you” but that’s OK because we don’t expect it. We provide a service and we don’t have an expectation. When an unresponsive patient comes to the emergency room we don’t expect anything. When a patient arrives in the lab for blood work we don’t have any expectation. The same is true of patients we care for in every setting and service.
On the flip side our patients do have expectations and we have to meet them. Our patients expect us to acknowledge them, they expect us to introduce ourselves and explain our role in their care, they expect to know the duration of the service being provided, they expect a thorough explanation of what is happening and how it impacts them and they expect a thank you because they know, and we know, they have options about where they choose to receive care.
Our patients have expectations and that’s just one of the reasons AIDET is so important. Acknowledge, Introduce, Duration, Explanation and Thank You – AIDET is a communication tool that we use to meet our patients expectations and we have an expectation that staff throughout the organization utilize AIDET to meet our patients expectations.
Note I said “we” have an expectation that staff utilize AIDET to communicate with patients. The “we” I’m referring to is one another. AIDET is not an expectation of the Board or Administration, we hold each other accountable to the things that are most important and AIDET is high on the list as are our Behaviors of Excellence. Both AIDET and our Behaviors of Excellence are standards not suggestions. Both require conscious effort and both require each of us to be accountable and to hold our teammates accountable.
Act without expectation when it comes to our patients and expect great acts when it comes to your teammates.