Presbyterian CARES Commitments/AIDET

As a volunteer, you agree to abide by the Presbyterian CARES Commitments, the Presbyterian Promise, support the mission of PHS and are able to complete the agreed upon volunteer duties and responsibilities.

The CARES Commitments are the basis for customer service at Presbyterian. It is a system to keep us all aware of how we are treating others and to keep us all focused on our individual goals and the goals of Presbyterian Healthcare Services.

C.A.R.E.S. Commitments Honoring our Mission-based Legacy - We Commit to: Collaborate

Bring my best to support individual and teamsuccess. be Accountable Keep my commitments and earn trust.

Respect

Engage

Serve

Honor each other, listen and speakhonestly. Participate fully with a passion forexcellence. Be dedicated to patients, members and eachother.

AIDET

Acknowledge, Introduce, Duration, Explanation and Thank You are five behaviors to use in every patient/staff interaction to anticipate, meet and exceed expectations of patients, members and co-workers.

Why do we use AIDET? Using AIDET decreases anxiety and increases patient satisfaction. It is important to remember that patients and visitors in the hospital are often feeling many emotions (i.e. fear, anxiety, anger, depression, etc.). We have the power to help ease their anxiety and to make them feel cared for and valued. Acknowledge is as simple as “Good morning” or making eye contact and nodding your head. Introduce is using your name and job title to establish a relationship. Build their confidence in you and Presbyterian by sharing with them your years of experience or why you volunteer with Presbyterian. For example, “My name is Melvin and I have been a volunteer with Presbyterian for 20 years.” Duration is giving a timeframe that identifies how long this will take. For example, “I will escort you to Radiology now. It will take us a few minutes to get there.” Explanation is providing information about what you will be doing for them and why. For example, “Mr. Doe, I am going to go to the operating room to check on your loved one. I will be back in 5 minutes.” Thank you. Let them know you have enjoyed being with them. Remember to follow up on any concerns and make them feel valued. “Mr. Doe, thank you for waiting for me. Your wife is in recovery and has been assigned to room 704. Would you like me to escort you to her room?”