Relate and Respond

Question 1

RELATE

Answer 1

Respect
Explain
Listen
Ask
Try
Empathize

Question 2

What do Patients want

Answer 2

1. Control
2. Achieve Goals
3. Self-Esteem
4. Be treated fair
5. Friendly Reception
6. To know what’s going on
7. Security
8. Approval, Acceptance, Recognition
9. Feel Important
10. To be Appreciated
11. Sense of Belonging
12. Honesty

Question 3

RESPOND

Answer 3

Recognize
- Complainant perspective
Establish
- Rapport
Single
- Out real issue
Provide
- Information
Operationalize
- A plan
Notify
- Complainant
Discuss
- And document