Providing laboratory employees with communication tools such as AIDET is important for patient safety, customer service, and employee satisfaction. It is also necessary to provide employees with the expectations for when to escalate issues. What if a patient is unhappy with their phlebotomy service? What if the tech is unable to answer the questions of the provider?
As part of the laboratory standard operating procedures, managers should establish certain points at which issues should be escalated. This will let employees know that they are supported in the event of a conflict and will improve employee satisfaction and well-being. Providing employees with some key phrases for what to say in difficult situations with customers, will help the employee to depersonalize the situation and control the emotional aspect. Escalation can be built into the explanation piece of AIDET.
By building communication into your standard operating procedures, your quality management system, your training, and competencies, you will better equip employees with the tools to handle potential conflict.
