Member Experience Standards

Question 1

The why the we

Answer 1

Respect me
Know me
Guide me

Question 2

The how the me

Answer 2

AIDET

Question 3

Respect Me is to?

Answer 3

Provide immediate greeting and warm acknowledgment

Speak positively building trust and confidence

If experience falls short own it

Question 4

Know me is to?

Answer 4

Ask about and listen to what matters

Personalize the experience and honor preferences

Give choices and options

Question 5

Guide Me is to?

Answer 5

Anticipate needs an offer help

Ensure understanding and summarized next steps

Provide seamless transition

Question 6

AIDET stands for?

Answer 6

Acknowledge
Introduce
Duration
Explanation
Thank you

Question 7

What percentage of an unhappy customers don’t tell us they are unhappy?

Answer 7

96%

Question 8

What percentage of unhappy customers will tell at least nine other people?

Answer 8

91%

Question 9

What percentage of unhappy customers return if impressed with the response?

Answer 9

82 through 95%

Question 10

What is the key to achieving regional access and experience goals and generating sustainable member growth?

Answer 10

Robust service recovery

Question 11

What are 10 principles of verbal de-escalation?

Answer 11

Personal space
Control
Calmly
Concise
Listen
Want some feelings
Agree or agree to disagree
Clear limits
Choices
Review

Question 12

What does aheart stand for?

Answer 12

Apologize
Hear
Empathize
Ask
Resolve
Thank

Question 13

What does our standard clarify?

Answer 13

Our commitment to provide our best every time to members, patients families, customers, coworkers, and colleagues

Question 14

Authenticate readiness to assist reduces anxiety and introduce yourself, falls under what member experience

Answer 14

Respect me

Question 15

Sincere apology a resolution, making permanent fixed to underlining issues, falls under what member experience

Answer 15

Respect me

Question 16

Explain what you are doing for them each step of the way falls under what members experience

Answer 16

Know me

Question 17

Adapt how we respond deliver care in services falls under what member experience

Answer 17

Know me

Question 18

Address, come and eat explain what is happening explain the purpose how long it will take falls under what member experience

Answer 18

Guide me

Question 19

Acknowledge is what me

Answer 19

Respect me

Question 20

Introduce is what me

Answer 20

Respect me and know me

Question 21

Duration is what me

Answer 21

Respect me and know me and guide me

Question 22

Explanation is what me

Answer 22

Respect me and know me and guide me

Question 23

Thank you is what me

Answer 23

Respect me and know me and guide me

Question 24

Eye Contact smile extend greeting Welcome to mob make them feel like they ate the most important person in the world is what AIDET letter

Answer 24

Acknowledge

Question 25

Introduce yourself by name, and explain how you will help them and your role is what AIDET

Answer 25

Introduce

Question 26

Let them know timing associated with the process and thank them for waiting if needed is what AIDET

Answer 26

Duration

Question 27

Tell them what you are doing and why narrate your workflow explain what comes next and where to go build trust and confidence is what AIDET

Answer 27

Explanation

Question 28

Find your own gratitude statement ask if there is anything else you can do for the member is what AIDET

Answer 28

Thank you

Question 29

A in aheart

Answer 29

Apologize for the experience

Question 30

H in aheart

Answer 30

Hear the person

Question 31

E in aheart

Answer 31

Empathize with their feelings

Question 32

A in end of aheart

Answer 32

Ask how you can make it better

Question 33

R in aheart

Answer 33

Resolve the concern

Question 34

T in aheart

Answer 34

Thank the person

Question 35

Your smile is your

Answer 35

Logo

Question 36

Your personality is your

Answer 36

Business card

Question 37

The way you leave others feeling is your

Answer 37

Trademark

Question 38

Connection with members builds

Answer 38

Trust

Question 39

Trust builds

Answer 39

Patient compliance

Question 40

Compliance builds

Answer 40

Better health for our patients

Question 41

Our standards clarify our commitment to provide

Answer 41

Our best every time to members patients coworker families customers and colleagues

Question 42

New memo welcome bag What do you do?

Answer 42

 Welcome to Kaiser Permanente I would like to provide you with an overview of your Kaiser benefits Review the items in the bag with the member Summarize the departments in your building Advise member of potential next steps during their visit