CUSTOMER SERVICE IN HEALTHCARE. (AIDET)

CUSTOMER SERVICE IN HEALTHCARE. (AIDET)

Introduction.

In the healthcare industry, it is always important to treat patients more like individuals who need medical attention than customers. Customer service in healthcare is the integral part that divides medical experts who genuinely care for the wellbeing of the patients and those who don’t. AIDET includes customer service practices that are used to improve customer service relations (Scott, 2012). This review highlights Customer service in healthcare, the importance of reviewing the topic, the study methods as well as proving a detailed review of previous thoughts about the topic.

Reasons for selecting the topic.

Customer service in healthcare is an interesting topic to choose from since it encompasses the ethical expectations of medical experts. One can measure the quality of healthcare services provided by customer experiences. Many patients have lost their lives or been neglected due to poor customer service at the medical institution. Observing the basic etiquette rules of Acknowledgement, Introduction, Duration, Explanation and Thank you (AIDET). They are important in the recovery of patients as it not only builds a therapeutic relationship but It also helps reduce patient anxiety.

Limitations of the research.

Many factors impact the research process in this study. For instance, limited resources while conducting the research, flawed methodology, there was not enough time to make direct observations on the issue as well as lack of enough previous findings that would have been used in the study. Despite these constraints, there were concrete findings.

The advantages and disadvantages of the research topic.

There are various advantages and disadvantages of the research method used to study customer service in researching customer service in healthcare. The use of literature review Is advantageous as it provides a platform for deeper learning and also provides one with enough knowledge and understanding in that particular topic. Also, with a large pool of resources on one document or platform, one saves on time and resources for the literature review. Besides, the literature review enhances one’s analytic skills by comparing previous work on the topic. On the other hand, there are various disadvantages of the literature review in the research topic. Not only is it time-consuming but there may also be limited resources and that limits the information received.

Annotated bibliography.

1. Improving patient satisfaction by implementing AIDET.

Varghese’s review focuses on patient satisfaction by providing effective communication means to the patients in the healthcare system (2017). Effective communication is key in ensuring customer satisfaction in medical diagnosis. Patients who do not receive proper guidelines or medical experts who do not use customer service in healthcare inflict the patients with a sense of fear for their condition. Using the AIDET tools reviewed in the article creates a safe culture where patients are safe and well treated.

2. Training changes Residents values about patient care.

In their review, Braveman et al note that communication skills are important in patient wellness and safety (2015). According to the review, AIDET was developed to improve communication between the physician and patients. Although physicians are taught customer service in healthcare, they are not told about the habits that enable patients to communicate more. It is important to build communication skills as it builds on interpersonal skills. Qualitative research methods indicated that inpatients were more contented with customer service after the staff was trained in the issue.

3. A Popular Way of Improving Patients’ Care Experience.

This review encompasses ways in which the use of AIDET improves the care experience. AIDET decreases anxiety levels of patients. The review highlights’ the various meaning of the Acronym as well as detailing its meaning. Agreeably, the tools improve communication systems and if implemented they give a chance for the achievement of healthcare goals (Shari, 2015).

4 AIDET Keeps Patients Well-Informed in Registration. (2016, October 1)

This review focuses on how negative patient reception can be countered by implementing AIDET. They share some of the advantageous things that encompass the phenomenon such as helping to manage the expectations of the customer. In addition to showing patients that they are loved and appreciated, it allows the medical experts to have an easy time explaining the care plan, establish trust between the two parties which is a good start to recovery.

5. Neuman, R. (2015, April 17). Practice Makes Perfect: Improve outcomes by engaging patients using AIDET

Just like earlier sources, this webinar highlights the various ways to use AIDET to improve patient satisfaction. With the use of these tools then n expert should be able to consistently provide compassion and appreciation for the patients. They highlight the various ethical rules that encompass customer services in healthcare services (Neuman, 2015).

References

Neuman, R. (2015, April 17). Practice Makes Perfect: Improve outcomes by engaging patients using AIDET.

Varghese, A. S. (2017). Improving patient satisfaction by implementing AIDET.

. Braverman, A. M., Kunkel, E. J., Katz, L., Katona, A., Heavens, T., Miller, A., & Arfaa, J. J. (2015). Do I Buy It? How AIDET™ Training Changes Residents’ Values about Patient Care. Journal of patient experience, 2(1), 13-20.

welch, shari. (n.d.). AIDET: A Popular Way of Improving Patients’ Care Experience. Retrieved December 15, 2015

AIDET Keeps Patients Well-Informed in Registration. (2016, October 1).

Scott, J. (2012). Utilizing AIDET and other tools to increase patient satisfaction scores. Radiology Management, 34(3).