L.E.A.D. model
Listen: listen to the patient and try to understand the problem:
- Allow the patient and family to feel heard
- Examples of key words: “I hear you saying…” or “I understand you’re frustrated…”
Empathize: notice and acknowledge their feelings:
- Examples of key words: “I can understand why you are upset…”
Apologize: apologize on behalf of the hospital for the inconvenience:
- Acknowledge the error without placing blame on anyone
- Examples of key words: “I apologize for the wait…,” “I apologize for the inconvenience,” or “Is there anything I can do to make you more comfortable?”
Do the right thing: determine the best, most timely solution:
- Offer options and ask the patient how they would like the problem resolved (*escalate issues promptly to a manager whenever necessary or when the situation cannot be immediately resolved*)
- Examples of key words: “Here is what I can do to help the situation…”