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Member Experience > Member Experience Standards > Flashcards

Member Experience Standards Flashcards

1
Q

The why the we

A

Respect me
Know me
Guide me

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2
Q

The how the me

A

AIDET

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3
Q

Respect Me is to?

A

Provide immediate greeting and warm acknowledgment

Speak positively building trust and confidence

If experience falls short own it

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4
Q

Know me is to?

A

Ask about and listen to what matters

Personalize the experience and honor preferences

Give choices and options

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5
Q

Guide Me is to?

A

Anticipate needs an offer help

Ensure understanding and summarized next steps

Provide seamless transition

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6
Q

AIDET stands for?

A

Acknowledge
Introduce
Duration
Explanation
Thank you

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7
Q

What percentage of an unhappy customers don’t tell us they are unhappy?

A

96%

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8
Q

What percentage of unhappy customers will tell at least nine other people?

A

91%

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9
Q

What percentage of unhappy customers return if impressed with the response?

A

82 through 95%

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10
Q

What is the key to achieving regional access and experience goals and generating sustainable member growth?

A

Robust service recovery

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11
Q

What are 10 principles of verbal de-escalation?

A

Personal space
Control
Calmly
Concise
Listen
Want some feelings
Agree or agree to disagree
Clear limits
Choices
Review

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12
Q

What does aheart stand for?

A

Apologize
Hear
Empathize
Ask
Resolve
Thank

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13
Q

What does our standard clarify?

A

Our commitment to provide our best every time to members, patients families, customers, coworkers, and colleagues

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14
Q

Authenticate readiness to assist reduces anxiety and introduce yourself, falls under what member experience

A

Respect me

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15
Q

Sincere apology a resolution, making permanent fixed to underlining issues, falls under what member experience

A

Respect me

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16
Q

Explain what you are doing for them each step of the way falls under what members experience

A

Know me

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17
Q

Adapt how we respond deliver care in services falls under what member experience

A

Know me

18
Q

Address, come and eat explain what is happening explain the purpose how long it will take falls under what member experience

A

Guide me

19
Q

Acknowledge is what me

A

Respect me

20
Q

Introduce is what me

A

Respect me and know me

21
Q

Duration is what me

A

Respect me and know me and guide me

22
Q

Explanation is what me

A

Respect me and know me and guide me

23
Q

Thank you is what me

A

Respect me and know me and guide me

24
Q

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

A

Acknowledge

25
Q

Introduce yourself by name, and explain how you will help them and your role is what AIDET

A

Introduce

26
Q

Let them know timing associated with the process and thank them for waiting if needed is what AIDET

A

Duration

27
Q

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

A

Explanation

28
Q

Find your own gratitude statement ask if there is anything else you can do for the member is what AIDET

A

Thank you

29
Q

A in aheart

A

Apologize for the experience

30
Q

H in aheart

A

Hear the person

31
Q

E in aheart

A

Empathize with their feelings

32
Q

A in end of aheart

A

Ask how you can make it better

33
Q

R in aheart

A

Resolve the concern

34
Q

T in aheart

A

Thank the person

35
Q

Your smile is your

A

Logo

36
Q

Your personality is your

A

Business card

37
Q

The way you leave others feeling is your

A

Trademark

38
Q

Connection with members builds

A

Trust

39
Q

Trust builds

A

Patient compliance

40
Q

Compliance builds

A

Better health for our patients

41
Q

Our standards clarify our commitment to provide

A

Our best every time to members patients coworker families customers and colleagues

42
Q

New memo welcome bag What do you do?

A

 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

Member Experience (8 decks)

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