Member Experience Standards Flashcards
The why the we
Respect me
Know me
Guide me
The how the me
AIDET
Respect Me is to?
Provide immediate greeting and warm acknowledgment
Speak positively building trust and confidence
If experience falls short own it
Know me is to?
Ask about and listen to what matters
Personalize the experience and honor preferences
Give choices and options
Guide Me is to?
Anticipate needs an offer help
Ensure understanding and summarized next steps
Provide seamless transition
AIDET stands for?
Acknowledge
Introduce
Duration
Explanation
Thank you
What percentage of an unhappy customers don’t tell us they are unhappy?
96%
What percentage of unhappy customers will tell at least nine other people?
91%
What percentage of unhappy customers return if impressed with the response?
82 through 95%
What is the key to achieving regional access and experience goals and generating sustainable member growth?
Robust service recovery
What are 10 principles of verbal de-escalation?
Personal space
Control
Calmly
Concise
Listen
Want some feelings
Agree or agree to disagree
Clear limits
Choices
Review
What does aheart stand for?
Apologize
Hear
Empathize
Ask
Resolve
Thank
What does our standard clarify?
Our commitment to provide our best every time to members, patients families, customers, coworkers, and colleagues
Authenticate readiness to assist reduces anxiety and introduce yourself, falls under what member experience
Respect me
Sincere apology a resolution, making permanent fixed to underlining issues, falls under what member experience
Respect me
Explain what you are doing for them each step of the way falls under what members experience
Know me
Adapt how we respond deliver care in services falls under what member experience
Know me
Address, come and eat explain what is happening explain the purpose how long it will take falls under what member experience
Guide me
Acknowledge is what me
Respect me
Introduce is what me
Respect me and know me
Duration is what me
Respect me and know me and guide me
Explanation is what me
Respect me and know me and guide me
Thank you is what me
Respect me and know me and guide me
Eye Contact smile extend greeting Welcome to mob make them feel like they ate the most important person in the world is what AIDET letter
Acknowledge
Introduce yourself by name, and explain how you will help them and your role is what AIDET
Introduce
Let them know timing associated with the process and thank them for waiting if needed is what AIDET
Duration
Tell them what you are doing and why narrate your workflow explain what comes next and where to go build trust and confidence is what AIDET
Explanation
Find your own gratitude statement ask if there is anything else you can do for the member is what AIDET
Thank you
A in aheart
Apologize for the experience
H in aheart
Hear the person
E in aheart
Empathize with their feelings
A in end of aheart
Ask how you can make it better
R in aheart
Resolve the concern
T in aheart
Thank the person
Your smile is your
Logo
Your personality is your
Business card
The way you leave others feeling is your
Trademark
Connection with members builds
Trust
Trust builds
Patient compliance
Compliance builds
Better health for our patients
Our standards clarify our commitment to provide
Our best every time to members patients coworker families customers and colleagues
New memo welcome bag What do you do?
 Welcome to Kaiser Permanente I would like to provide you with an overview of your Kaiser benefits
Review the items in the bag with the member
Summarize the departments in your building
Advise member of potential next steps during their visit
