i Introduce
C Connect
A Anticipate what the patient will need/say/ask and prepare for it.
R Reinforce, including answering questions, giving patient options, asking them to Repeat it back, and summarize the case.
E End by setting expectations for next time and provide a business card and gesture of goodwill/gratitude on parting.
and for dissatisfied and unhappy patients, use the HEALS algortithm:
H Hear
E Empathize "I'm sorry. I can understand how that...", but NOT "I know what you're going through".
A Apologize in a way that does not place blame on any party.
L Look for a Solution. "I want to help. What I can do is..."
S Show gratitude "Thank you for letting me be part of your care."
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