Steps 5 and 6
05: It’s all in the detail
It’s important to explain all the options available to the customer and the benefits or outcomes of each. This will allow them to make an informed decision about their course of action and take responsibility for their own care.
06: Let’s recap
Once you’ve given all of the relevant information, you should summarise the key points so that these are fresh in the customer’s mind. If a plan of action has been drawn up, this will also help you make sure the person is happy with it.