Certified Nurse Manager and Leader (CNML) Practice Test

What acronym represents the steps to achieve the best customer service in healthcare?

1. CARE

2. AIDET

3. HELP

4. SMART

The correct answer is: AIDET

AIDET stands for Acknowledge, Introduce, Duration, Explanation, and Thank You. This acronym is a structured framework designed to promote effective communication and enhance the patient experience in healthcare settings. By following the AIDET steps, healthcare providers can ensure that they acknowledge the patient's presence, introduce themselves to build rapport, explain the duration of the wait or procedure to manage expectations, provide clear explanations of what will happen, and express gratitude for the patient's trust and cooperation. This approach not only improves customer service but also fosters a sense of connection between healthcare providers and patients, ultimately leading to increased patient satisfaction and loyalty. Using AIDET helps healthcare professionals create a more welcoming environment, reduces anxiety, and enhances the overall quality of care delivered.