What are your thoughts on Disney or AIDET "customer service" training?

  1. 3 I'm wondering - have any of you gone through either the AIDET or the Disney "customer service" training/in-services?

    If so, what were your feelings about them? (I sat through an AIDET in-service that made me queasy - I agree we should be nice to people, but the WAY it was presented was so condescending and info-mercialish.)

    And did you think they were expending energy in the wrong place, as opposed to trying to tackle other, much more salient problems in patient care, such as poor nurse-patient ratios?

    The customer service emphasis seems ominous to me, since it seems to place even more burden on the nurse, while ignoring the fact that if nursing units were better staffed, then a "customer service" mentality would occur more naturally anyway, since nurses wouldn't be running around like so many beheaded chickens.

    There also seems to be a growing impression that hospitals are more like "hospitality houses" as opposed to places you go to in order to get your medical problem treated or stablized.

    So, on the one hand we have understaffing and frazzled nurses, and, on the other, a contradictory expectation that those understaffed, frazzled nurses should be even MORE customer-friendly, despite their understaffing. It doesn't make sense to me.

    I am not an active nurse yet, so I could have a wrong impression. But that AIDET in-service did NOT sit well with me, especially if it is an omen of things to come.

    Or is it that EVERYONE is less customer-friendly these days, and we all need a reminder of what it is to act civilly? I don't know. But the reminder should come in a manner that assumes we are adults, not children.
    Last edit by marie-francoise on Jan 7, '08 : Reason: softened text
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  3. Visit  marie-francoise profile page

    About marie-francoise

    Joined Nov '07; Posts: 292; Likes: 521.

    37 Comments so far...

  4. Visit  Tait profile page
    1
    There is nothing wrong with improved customer service.

    The trick is to learn to integrate aspects of what you have been trained to do into your work environment to not only improve pt satisfaction, but also employee satisfaction.

    Having a bad night, understaffed and overwhelmed isn't helped by walking by a fellow nurse who is out of the weeds, cruising the internet while you fight to keep up.

    We need to learn to help our patients, and each other.

    Seminars don't expect you to run home and revamp the world. What they are trying to get you to understand is that there are possibilities a lot of us don't see. And a lot of those possibilities are much more attainable than we believe.

    Try looking up "FISH!". This is another motivational workplace environment meets customer service idea that really brings it down to a manageable level.

    Please see my article: http://allnurses.com/forums/f300/put...al-266214.html

    for more ideas on my perspective of "hospitality".

    Tait
    Smile&Move likes this.
  5. Visit  CaLLaCoDe profile page
    4
    Quote from marie-francoise
    The customer service emphasis seems ominous to me, since it seems to place even more burden on the nurse, while ignoring the fact that if nursing units were better staffed, then a "customer service" mentality would occur more naturally anyway, since nurses wouldn't be running around like so many beheaded chickens.
    Well, at my hospital the executive customer service representative spoke of our service as health care workers in its ideal form showy, resembling folks at the Seattle Fish Market, just sooo jovial yelling out the diverse fishies' names and tossin them to and fro.

    Nevermind we deal with terminal cases and post mortem care...or random acts of unpleasantries by our patients and families. Just hold your head up high after you've been demoralized by too many patients needs and ungratefulness...gague reflex me!

    Who do they think we are? Can't they understand that we would appreciate a more grounded approach to healthcare outside of the hilton/holidayInn/Disney continuum?

    What do I suggest to you? Get over this hurdle and forget about it! Do your work the best you can do and put your patients first.
    Last edit by CaLLaCoDe on Jan 4, '08
  6. Visit  barbaratruth profile page
    0
    This was part of my orientation during a summer externship. Since it was in line with the nursing school curriculum, I didn't have a problem with it. The patients liked it, but some of the nurses had resistance. It only took a few minutes with each patient and I was grateful the patients appreciated it.

    The patient is the customer. I'm sure it goes without saying, when a nurse becomes a patient, he/she will appreciate the AIDET process.
  7. Visit  marie-francoise profile page
    0
    Quote from barbaratruth
    This was part of my orientation during a summer externship. Since it was in line with the nursing school curriculum, I didn't have a problem with it. The patients liked it, but some of the nurses had resistance. It only took a few minutes with each patient and I was grateful the patients appreciated it.

    The patient is the customer. I'm sure it goes without saying, when a nurse becomes a patient, he/she will appreciate the AIDET process.
    I agree treating patients with respect and in a caring manner is important - but the WAY the training was delivered in my case was pretty condescending.

    I don't know - maybe I'm just not one for "customer service". I would feel very Stepford-like having to spout certain catchphrases, as opposed to just treating my patients respectfully.

    Maybe people have gotten rude enough these days that such training is needed. But I suspect the rise in "customer service" training is more in line with the ever-increasing emphasis on the bottom line in hospital care. Basically, I think it's a way for hospitals to ensure cashflow, since satisfied pts = good census.

    Not that patient satisfaction isn't a good end-result in itself; but I suspect hospitals see the real end-result as satisfied patients = more $.
  8. Visit  Mulan profile page
    0
    What does AIDET stand for?
  9. Visit  littlepeach profile page
    2
    AIDET is a fake approach to customer service. While yes, I want to treat my patients and families with respect; the manner at which we are being told to do so is superficial. And, the patients also know when someone is sincere, or just out to get a few points with the patient service rep. The hospital's time and money is being wasted on such a ridiculous program.
    elizabeth8503RN and pattycakeRN like this.
  10. Visit  littlepeach profile page
    1
    A- acknowledge
    I-introduce
    D-duration
    E-explanation
    T-thank you
    Mulan likes this.
  11. Visit  santhony44 profile page
    6
    I think if I had to go through Disney customer service training, then I want to go to work in a Cinderella costume!

    Or better yet, in the fairy godmother costume, complete with functioning magic wand. And a little bit of Tinkerbell's Pixie Dust wouldn't hurt, either!!!

    In fact, if you added in a crystal ball, then things would be just about perfect!!!
  12. Visit  Tweety profile page
    1
    I'm a little torn because I do agree that they need to be concentrating on things that matter like ratios. But the patients and families shouldn't be feeling the brunt of our frustrations and it's a shame that we have to have inservices on how to treat people.
    FireStarterRN likes this.
  13. Visit  mikesrn profile page
    5
    I have no problem with treating patients and families with the courtesy and respect the deserve. Thats part of our role.However, patient/nursing responsibilities come first,not trying to apologize for what the MD didn't do or the fact that the family wants me to make them all luch because they don't like the selection the the cafateria.
  14. Visit  Rnandsoccermom profile page
    7
    Let's remember that at Disney World if you curse loudly and throw your tray at someone you get escorted out of the park. Same thing goes for throwing urine and feces :icon_roll.

    In 22 years of nursing, I have politely listened and go about my job the way I always have. Never a complaint against me. Be respectful, and close the door when you need too!
  15. Visit  janhetherington profile page
    4
    I think customer service is great for nonprofessional employees. But it is an insult to a nurse. The patient-nurse relationship goes so far beyond customer service. I would not give up all breaks and meals for a "customer." I would not be insulted and treated badly by customers when I could get another job. But for my PATIENTS, I as a professional nurse will do absolutely everything I can. I don't need inservices to tell me that because I take pride in my profession.
    Natkat, pattycakeRN, Mulan, and 1 other like this.


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