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AIDET 沟通模式 AIDET Communication SOP |
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目的 PURPOSE 1. 为病人提供舒适良好的就诊体验。Provide a welcoming and comfortable experience for patients. 2. 建立患者对医护人员的信任。Build patient trust for health care providers. 3. 提高病人满意度。Fulfill patient satisfaction. 4. 提升中-美糖尿病中心的品牌形象。Enhance the brand image of the Center. |
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范围 SCOPE 中心所有医护人员。 This policy applies to all staff at Sino-US Diabetes Centers. |
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程序 PROCEDURES A= Acknowledge 问候 1. 问候病人时要微笑 Greet patients with smile. 2. 态度积极热情 Project an enthusiastic attitude. 3. 尊重并重视每一位患者。Treat each patient as a respected and valued person. I = Introduce 自我介绍 1.把自己尽量详细地介绍给病人,赢得病人的信任。Introduce yourself to patient to earn their trust. 2.合适的表扬介绍其他同事,患者会觉得自己接受到较好的治疗。Introduce patient to other colleagues, praising the colleagues, so patient will feel confident they are receiving good care. D = Duration 过程 1. 操作或者检查前,告诉病人这项操作或检查安排在什么时候,一般需要多少时间 Explain timing of and what to expect. 2. 操作或者检查后,告诉病人结果什么时候能出来。 Inform the patient when results will be available for all examinations and procedures. 3. 告知患者住院时间以及预计出院时间。Inform the patient of length of stay and discharge date. E = Explain 解释 1. 在做任何检查前,向患者解释相关事项,可以减轻焦虑情绪并且更好的配合。 Explain in detail what to expect with all examinations and procedures to increase patient cooperation and reduce anxiety. 2. 检查结果出来后,及时告知结果,解释结果的意义以及相应的处置方案。 Informed patient of the results and explain how treatment will be provided. 3. 询问患者有什么需要以及不懂之处,并进行解释。Inquire frequently if patient has questions or concerns that need to be addressed. T = Thanks 致谢 1. 感谢患者选择我们中心并将他的健康委托给我们。 Thank patients for trusting our Center with their care. 2. 感谢患者的配合并且表示能为其服务很高兴。Share pleasure to serve patient and praise their cooperation. 3. 向患者提供中心的联系方式,告诉他们出院后有任何问题都可以联系我们。Provide contact information to the Center if they need anything after discharge. |
