How to help customers at risk of pain medication misuse
HOW TO HELP CUSTOMERS AT
RISK OF PAIN MEDICATION MISUSE
PAIN CODE RED represents the least common, but typically most serious type of customer situation you may encounter.
By asking the right questions – even when it becomes difficult for you or your customer – you are doing your job in the right way.
Structure your conversations using the five As to:
ASK
- Identify their concerns, without assuming you know
- Give your full attention, actively listening to answers
ACKNOWLEDGE
- Avoid making judgements, even if you don’t agree with what is being said
ADDRESS
- Clearly explain what solutions you can offer, even if not exactly what was asked for
- Allow your customer to ask questions or share their own ideas
- Avoid jargon
ACCEPT
- Ensure they understand any risks and benefits
- Support without judgment leaves the door open for future dialogue
AGREE ACTIONS
- Agree a follow-up plan, and what to do if problems arise before then