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Slide b

Slide a

Discharge receptionist

Cost expectations - Wrong price - basic bts and added BP chk and no nails.

Team communication

Ongoing communication about details Handover needs to be done well Next step- what now needs to be on the documents etc- together with the price- Booking in phone appt for results etc Expectations on timescales. remember the admission? Need to recognise this clients; journey through our system- who does he meet on the way? What impact does that one person have?

Apology that he's disappointment- Acknowledging it, ownership about what next- can't solve, but recognise the impact Create the opportunity for de-escalation- can you nip it in the bud?

Money- team consistency- what's team message when things have changed?

You know- previous experience Send email to PM and do a complaint Policy- Can you pay now and we will refund you if necessary. Things do cost money Nurse must have forgotten BP check is our policy now

Discuss in more depth

Receptionists/accounts

Consult Vet->nurse

Nurse

Nail clip Not done

BP check

Takes full panel

Checks in what's happening- back up with the vet

Subtopic

No checks no introduction No explanation

Setting the scene

Baggage

Rapport

Empathy

Towards the cat

Hear wife is unwell

Vet-

Anything you are worried about? anything changed? Check in what we are doing today

Expectations- find out what the client thinks, and how they want information, benefit to the animal, what's next

Also- consent in advance- what questions do you have?

Reading the room & checking by verbally asking

No rapport no estimate No consent form/incomplete

Capacity Can they read Informed consent

Arrving Receptionist

Nail clip

Team comms Keeping the receptionist updated-

Behaviour of the others - understanding each other's pressures

Delay

How to communicate the delay

Thankyou for your patience, how can we make this easier? Can we rebook to suit you?

telling them to wait- 'there's been an emergency. No options for rebook

Understanding reactions- Baggage - what's in the suitcase here? Unwell wife? Nail clip is very important- she keeps snagging the nails on the bedding ND- Autistic people find waiting hard - pacing Heard of hearing. So many escalations are related to perception of reactions vs the full issue! Distressed people - angry people.