USING THE AIDET-CT TO ENHANCE COMMUNICATION IN A PRIVATE PRACTICE TO IMPROVE PATIENT SATISFACTION SCORES

Customers that receive excellent service across industries feel heard, seen, and appreciated. In the United States, nearly 80% of American consumers indicated that good communication, speed, convenience, knowledgeable help, and friendly service are the most important factors related to a positive customer service experience. Like other industries, the healthcare system is similar, except that reimbursement for services can be withheld when patient satisfaction is poor. In a private practice, patient satisfaction is difficult to measure. However, there is a need to evaluate this to determine if the practice meets the required standards of care for reimbursement purposes and retention of patients. The purpose of this DNP QI project was to implement and evaluate an evidence-based standardized communication tool called the AIDET-CT to address low patient satisfaction in a private practice. The AIDET-CT was developed, piloted, and evaluated using the Plan Do Study Act Cycle Model. Results showed that by using the AIDET-CT, patient satisfaction scores increased from 89% to 98%. A review of the online customer service platform Yelp showed that before implementation of the AIDET-CT, there were 11 one-star reviews; however, after implementing the project, there were no additional negative or unfavorable reviews posted. The Plan Do Study Act model effectively drove the evidence-based practice changes in implementing the AIDET-CT. The implementation of the AIDET-CT facilitated collaboration among healthcare providers and staff members, thus improving the quality of care and overall healthcare services provided at the private practice.