Abstract
Background: Effective nurse–patient communication is vital to patient-centered care and can be strengthened through simple, behavior-anchored routines. The AIDET model (Acknowledge, Introduce, Duration, Explanation, Thank You) was implemented using a standardized checklist that operationalizes greeting, self-introduction, informing about timing, clear explanations, and an explicit expression of thank you to improve communication and patient’s satisfaction.
Objective: To evaluate hospital-wide AIDET model implementation and its association with patient-reported communication quality and satisfaction, and to identify components which will need improvement.
Method: A prospective, 6 months hospital-wide quality-improvement evaluation of nurse–patient communication at Bach Mai Hospital was conducted. Communication behaviors were standardized using the AIDET framework and a scenario-based institutional handbook were assessed monthly via multi-source ratings: nurse self-assessment, peer and line-manager observation, unannounced supervisory audits, and patient/family surveys. AIDET compliance, perceived communication quality, patient experience metrics with overall satisfaction were measured. Unit-level data were aggregated to hospital level by month, summarized with descriptive statistics, and used for internal benchmarking.
Results: During June–November 2024, internal audits indicated that nurses’ communication performance was consistently high and stable. The overall mean score for the nurses from the team evaluation from the combined instrument (AIDET compliance plus communication quality) peaked in October at approximately 9.7 points and was lowest in August at 8.83 points (on the scale from 0-10). From patient’s evaluation with AIDET compliance in October, on the scale from 0-1, mean scores by component were: relationship-building (Acknowledge) 0.96; Introduce 0.93; Duration (setting time expectations) 0.96; Explanation (process and purpose) 0.97; and Thank you 0.94. For communication quality (October–November), the highest-scoring items were “Speak from the heart,” “Respectful body language,” “Service readiness,” “Internal communication quality,” and “Prevention of sexual harassment,” with mean values ranging 0.97–0.99. In external assessments (patient/family ratings), October recorded the highest overall score and satisfaction.
Notes
References:
Miller, K., Craig, M., & Cheek, T. (2020). The impact of AIDET communication training on patient satisfaction scores: A quality improvement initiative. Journal of Nursing Care Quality, 35(3), 240–245.
Nguyen Thi Thu Huong, Bui Thi Hang, Vu Thi Hoa (2022). Ung dung mo hinh AIDET trong cai thien giao tiep dieu duong – nguoi benh tai Benh vien da khoa tinh Bac Ninh. Tap chi Y hoc Thuc hanh. (1086): 125–130.
Rosenstein, A. H., & Naylor, B. (2012). Managing disruptive physician behavior: Impact on staff relationships and patient care. Journal of Healthcare Management, 57(5), 318–324.
Studer, Q. (2003). Hardwiring excellence: Purpose, worthwhile work, making a difference. Fire Starter Publishing.
Wyrwich, C., Wyrwich, M. D., & Boren, S. A. (2013). Patient-centered care and outcomes: A systematic review of the literature. Medical Care Research and Review, 70(4), 351–379.
Sigma Membership
Non-member
Type
Presentation
Format Type
Text-based Document
Study Design/Type
Quality Improvement
Research Approach
Translational Research/Evidence-based Practice
Keywords:
Policy and Advocacy, Teaching and Learning Strategies, Nurse-Patient Relations, Communication, Vietnam, AIDET Model
Recommended Citation
Bui, Minh Thu; Nguyen, Huong Giang; Nguyen, Anh; Ho, Tuong Vi; and Nguyen, Nghe, "Enhancing Nurse–Patient Communication Through the AIDET Model: Evidence From A Vietnamese Hospital" (2026). International Nursing Research Congress (INRC). 50.
https://www.sigmarepository.org/inrc/2026/presentations_2026/50
Conference Name
37th International Nursing Research Congress
Conference Host
Sigma Theta Tau International
Conference Location
Toronto, Ontario, Canada
Conference Year
2026
Rights Holder
All rights reserved by the author(s) and/or publisher(s) listed in this item record unless relinquished in whole or part by a rights notation or a Creative Commons License present in this item record. All permission requests should be directed accordingly and not to the Sigma Repository. All submitting authors or publishers have affirmed that when using material in their work where they do not own copyright, they have obtained permission of the copyright holder prior to submission and the rights holder has been acknowledged as necessary.
Review Type
Abstract Review Only: Reviewed by Event Host
Acquisition
Proxy-submission
Date of Issue
2026-07-24
Enhancing Nurse–Patient Communication Through the AIDET Model: Evidence From A Vietnamese Hospital
Toronto, Ontario, Canada
Background: Effective nurse–patient communication is vital to patient-centered care and can be strengthened through simple, behavior-anchored routines. The AIDET model (Acknowledge, Introduce, Duration, Explanation, Thank You) was implemented using a standardized checklist that operationalizes greeting, self-introduction, informing about timing, clear explanations, and an explicit expression of thank you to improve communication and patient’s satisfaction.
Objective: To evaluate hospital-wide AIDET model implementation and its association with patient-reported communication quality and satisfaction, and to identify components which will need improvement.
Method: A prospective, 6 months hospital-wide quality-improvement evaluation of nurse–patient communication at Bach Mai Hospital was conducted. Communication behaviors were standardized using the AIDET framework and a scenario-based institutional handbook were assessed monthly via multi-source ratings: nurse self-assessment, peer and line-manager observation, unannounced supervisory audits, and patient/family surveys. AIDET compliance, perceived communication quality, patient experience metrics with overall satisfaction were measured. Unit-level data were aggregated to hospital level by month, summarized with descriptive statistics, and used for internal benchmarking.
Results: During June–November 2024, internal audits indicated that nurses’ communication performance was consistently high and stable. The overall mean score for the nurses from the team evaluation from the combined instrument (AIDET compliance plus communication quality) peaked in October at approximately 9.7 points and was lowest in August at 8.83 points (on the scale from 0-10). From patient’s evaluation with AIDET compliance in October, on the scale from 0-1, mean scores by component were: relationship-building (Acknowledge) 0.96; Introduce 0.93; Duration (setting time expectations) 0.96; Explanation (process and purpose) 0.97; and Thank you 0.94. For communication quality (October–November), the highest-scoring items were “Speak from the heart,” “Respectful body language,” “Service readiness,” “Internal communication quality,” and “Prevention of sexual harassment,” with mean values ranging 0.97–0.99. In external assessments (patient/family ratings), October recorded the highest overall score and satisfaction.
Description
To standardize and to improve nurse–patient communication an AIDETmodel was utilized which yielded high performance levels on compliance and quality dimensions. The Introduction and Thank you elements showed slightly lower means relative to the other AIDET components, suggesting some coaching and context-specific scripting could close this gap. This research supports the feasibility and effectiveness of a structured, behavior-based communication framework in a large tertiary hospital setting.