Four parts to a decision Recall key information about the vehicle, contract arrangement or their own personal information. Evaluate (‘weigh-up’) any options or choices they have been given. Communicate any questions they have, and their final decision to go ahead with the purchase.
How do you help someone make a decision?
Supporting someone to make decisions themselves
- provide all the relevant information they need.
- avoid overwhelming them with information.
- present all the options to them.
- explain the information in a way that’s easy for them to understand, for example by using simple language or visual examples.
What does Bruce stand for vulnerable customers?
Behaviour & Talk
‘BRUCE’ stands for: Behaviour & Talk – are there any clues in the customer’s speech and behaviour? Remembering – are there any signs that the customer has difficulty with recall? Understanding – are there any signs that the customer is having difficulty understanding the information you are giving them?
Who can assess mental capacity and make a decision?
Who assesses mental capacity? Normally, the person who is involved with the particular decision which needs to be made is the one who would assess mental capacity. If the decision is a complex one then a professional opinion might be necessary, for example the opinion of a psychiatrist, psychologist, social worker etc.
What happens if a person is unable to make a decision?
The Court of Protection was set up to protect people who are unable to make decisions about their personal health, welfare or finance. The Court has the power to make decisions about a person’s personal welfare and can decide whether to provide, withdraw or withhold medical treatment from a person who lacks capacity.
What are the 4 steps of establishing capacity?
The MCA says that a person is unable to make their own decision if they cannot do one or more of the following four things: Understand information given to them. Retain that information long enough to be able to make the decision. Weigh up the information available to make the decision.
What are the factors that you considered in making your decision?
During the decision making process, there are four behavioral factors that influence the decisions we make. These behavioral factors are our values, our personality, the propensity for risk, and the potential for dissonance of the decision.
How do you assist vulnerable customers?
How customer service staff can respond to distressed or vulnerable customers
- Practice empathy.
- Set expectations for the call.
- Ask about communication preferences.
- Practice active listening techniques.
- Speak clearly without being patronising.
- Validate the customer’s feelings but don’t react to them.
What does the R stand for in Bruce?
Remembering
Repeating key information, or simplifying information. Using alternative ways of giving information (e.g. rephrasing or using a written summary if an oral explanation has been given). Asking whether a friend or family member can help them. Asking if there is anything else that could be done to help.
How do you know if a customer is vulnerable?
The customer doesn’t talk much and takes a long time to answer a question. There is a clear sign of distress in their communications during contact. The customer sounds agitated or confused, indicating an illness or a disability.
What are the 4 elements of capacity?
Because the four elements of capacity (understanding, appreciation, reasoning, and communication) are built into everyday dialogue and interactions, it can be assumed that patients have the capacity to make medical decisions if their conversation demonstrates basic logic.
What are the 4 stages to the functional test of mental capacity?
The functional test of capacity
- The ability to understand information about the decision (the ‘relevant’ information);
- The ability to retain the information long enough to make the decision;
- The ability to use, or ‘weigh up’ the information as part of the decision making process; and.
What four areas decide if a patient’s treatment decision is competent?
In addition to performing a mental status examination (along with a physical examination and laboratory evaluation, if needed), four specific abilities should be assessed: the ability to understand information about treatment; the ability to appreciate how that information applies to their situation; the ability to
What 3 decisions Cannot be made on behalf of another?
Decisions that are not covered by the new law: Some types of decisions (such as marriage or civil partnership, divorce, sexual relationships, adoption and voting) can never be made by another person on behalf of a person who lacks capacity.
What factors should be included in a best interests decision?
2. The Checklist for Applying the Best Interest Principle
- The checklist.
- Encourage participation of the person.
- Identify all relevant circumstances.
- Find out the person’s views.
- Avoid discrimination.
- Assess whether the person might regain capacity.
- Consult others.
- Avoid restricting the person’s rights.
When decisions are made on behalf of a person the decision must be?
Any decision made on behalf of a person who lacks capacity must be made in their best interests. Any act done on behalf of a person who lacks capacity must be the least restrictive option.
What are the five core principles?
These five principles are:
- Presumption of capacity.
- Support to make a decision.
- Ability to make unwise decisions.
- Best interest.
- Least restrictive.
How do you establish capacity?
identify all relevant circumstances – try to identify the things the individual lacking capacity would take into account if they were making the decision themselves. find out the person’s views – including their past and present wishes and feelings, and any beliefs or values.
How many key principles are there in the Mental Capacity Act?
five statutory
The Act’s five statutory principles are the benchmark and must underpin all acts carried out and decisions taken in relation to the Act. Anyone caring for or supporting a person who may lack capacity could be involved in assessing capacity – follow the two-stage test.
What are the five factors that affects decision making?
This study addresses the influencing factors that are related to decision making, and categorizes them under five captions: Personal factors, organizational factors, Social factors, Environmental factors and behavioural factors.
What are the six steps of decision making?
The DECIDE model is the acronym of 6 particular activities needed in the decision-making process: (1) D = define the problem, (2) E = establish the criteria, (3) C = consider all the alternatives, (4) I = identify the best alternative, (5) D = develop and implement a plan of action, and (6) E = evaluate and monitor the
