Maine General Health OnBoarding


Great Customer Service

Every MaineGeneral employees is expected to “give their best” every day. Giving your best every day is about an attitude of excellence. It means making sure you give your all every day to every patient and co-worker. It means being fully present for the customer – whoever he or she is – and thinking of them without letting personal issues interfere. Giving your best every day means providing the best care possible throughout every part of the system every day. It is not just an expectation of every employee, it is the gold standard.

Building Patient Trust with AIDET
We use AIDET with every patient, co-worker and family member, every encounter, every time.

AIDET stands for Acknowledge-Introduce-Duration-Explanation-Thank You. We use this tool to let our patients, guests, staff and physicians know why we do things. The result: everyone understands what is going on while reducing anxiety and improving responsiveness. Improving communication builds relationships, increases loyalty and enhances our patients’ experience.

  • Acknowledge—Smile and make eye contact within 10 feet of a person; nod or say hello within 5 feet. It takes 3 seconds to make a first impression, based on our expression, clothes, body language, tone of voice, etc.
  • Introduce— State your name, how long you’ve been in your field/at MGH, manage up your team—“You’re in good hands.” This helps establish trust.
  • DurationTell patients and families how long tests take, about delays, etc. This says you respect their time. Under-promise and over-deliver. If you say the wait is 15 minutes and it’s actually 5, patients and families will be happy.
  • ExplanationExplain in plain language what you are doing and why. “I’m cleaning my hands for your safety.” “I’m closing the curtain for your privacy.” Ask patients and families “What questions do you have?”
  • Thank youThank them for giving you the opportunity to serve them. Thank them if they reveal something, like how much pain they have. Thank family members for being there with their loved one. Ask “Is there anything else I can do for you? I have the time.”