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The Effect of AIDET Communications D...

Nguyen, Thien T.

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The Effect of AIDET Communications Delivered by Front Desk Staff on Patient Experience and Satisfaction at a Medical Practice.

Record Type:	Electronic resources : Monograph/item
Title/Author:	The Effect of AIDET Communications Delivered by Front Desk Staff on Patient Experience and Satisfaction at a Medical Practice./
Author:	Nguyen, Thien T.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
Description:	95 p.
Notes:	Source: Dissertations Abstracts International, Volume: 80-08, Section: B.
Contained By:	Dissertations Abstracts International80-08B.
Subject:	Communication. -
Online resource:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=13427293
ISBN:	9780438847804

The Effect of AIDET Communications Delivered by Front Desk Staff on Patient Experience and Satisfaction at a Medical Practice.
Nguyen, Thien T.

The Effect of AIDET Communications Delivered by Front Desk Staff on Patient Experience and Satisfaction at a Medical Practice. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 95 p.

Source: Dissertations Abstracts International, Volume: 80-08, Section: B.

Thesis (D.H.A.)--Capella University, 2019.

This item must not be sold to any third party vendors.

This dissertation delved into the very first interaction patients have after entering an outpatient private clinic setting. This first encounter with clerks and receptionists at the check-in counter was tested for its effects on patient satisfaction scores. A quantitative research design, drawing from the nationally recognized Clinician and Group Consumer Assessment of Healthcare Providers and Systems survey (CG-CAHPS) with Likert scale ratings, evaluated employee communication across five service domains. Data from completed surveys compared precommunication and postcommunication perceptions as a measure of employee behaviors toward patients. The intervention was a verbal script following the AIDET communication model, created by the Studer Group. For this study, statistical significance was calculated for each of the five service questions on the patient survey. From 275 completed surveys, there was statistical significance on two questions which attributed patient experience and patient satisfaction to employees' ability to listen carefully and overall service. Contributing to existing knowledge, this dissertation advocates a well-rounded view to patient experience and satisfaction by incorporating nonmedical front office staff in the calculus for shaping patient impressions. Furthermore, patient wellness may be associated to satisfaction with office staff interactions and business longevity may be related to satisfaction scores. This study concludes with highlights on the importance of communication and suggests new areas on this topic for future research.

ISBN: 9780438847804Subjects--Topical Terms:

524709
Communication.

The Effect of AIDET Communications Delivered by Front Desk Staff on Patient Experience and Satisfaction at a Medical Practice.
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520 $a This dissertation delved into the very first interaction patients have after entering an outpatient private clinic setting. This first encounter with clerks and receptionists at the check-in counter was tested for its effects on patient satisfaction scores. A quantitative research design, drawing from the nationally recognized Clinician and Group Consumer Assessment of Healthcare Providers and Systems survey (CG-CAHPS) with Likert scale ratings, evaluated employee communication across five service domains. Data from completed surveys compared precommunication and postcommunication perceptions as a measure of employee behaviors toward patients. The intervention was a verbal script following the AIDET communication model, created by the Studer Group. For this study, statistical significance was calculated for each of the five service questions on the patient survey. From 275 completed surveys, there was statistical significance on two questions which attributed patient experience and patient satisfaction to employees' ability to listen carefully and overall service. Contributing to existing knowledge, this dissertation advocates a well-rounded view to patient experience and satisfaction by incorporating nonmedical front office staff in the calculus for shaping patient impressions. Furthermore, patient wellness may be associated to satisfaction with office staff interactions and business longevity may be related to satisfaction scores. This study concludes with highlights on the importance of communication and suggests new areas on this topic for future research.
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