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Dale Medical Center Re-news Customer Service Focus

The AIDET principles have been introduced and staff trained on implementation throughout the organization. "Acknowledge the patient, Introduce yourself, Duration of what you are doing, Explain what you're doing and Thank them," said Rochelle Fordham, RN, OR Director.

At a recent Leadership Development Institute, Mrs. Fordham facilitated the training of leaders at Dale Medical Center on proper implementation of the AIDET principles. Dale Medical Center is training all employees to practice these basic fundamentals of service in every patient encounter.

Dale Medical Center is consciously working to train employees to give patients a consistently good experience at the hospital, physician offices and surgery center.

"When I round at the hospital, I AIDET," said Vernon Johnson, CEO. "This is a massive re-training exercise," Johnson added. "We want to do everything possible to put our patients at ease and we don't want staff members who don't introduce themselves."

Implementation of the AIDET principles is just one of the many steps in our journey to provide excellent service to our patients. "I am very proud of the improvements in our quality measures, maintaining among the lowest infection rates in the state and our low ER throughput times in our Emergency Department.

Patients at Dale Medical Center also benefit from hourly nurse rounding. "We will continue to strive to improve our service. We want to be the community's healthcare provider of Choice," said Johnson.
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