In this instalment of the Regions Now lectures, Alison Lambert from Onswitch will discuss Financial First Aid: How to have challenging conversations in an emergency.

• An appreciation for, and understanding of, the client’s emotional context behind an emergency visit. They are worried, stressed and everything is unfamiliar. You are on familiar territory, in every sense. Finding common ground (the best outcome for the patient) is key
• The importance of simple things in smoothing communication and improving the client experience – empathy, clarity around practicalities (directions, parking, entering the building etc.) and optimising the whole sensory experience (lighting, strong smells, loud noises, overwhelming administrative processes etc.)
• Demonstrating value, not talking about price. The cost is not nearly as important to the client as it is to you, ‘value’ is determined by how you make them feel

These webinars were originally broadcasted as part of the Regions Now sessions which are free to BSAVA members.

Visit the Regions page for details of future events.