In practice, a number of scenarios come up consistently. Training staff on how to address these issues can be challenging. The senior staff knows how to respond. The new staff is less sure. One approach is to develop a journal of common issues that can be presented to staff on standardized responses to issues. Baker & Bank (2008) published a book providing several examples and responses. One example shared: Patient: "I was told to be here at 7:00 a.m. and I wasn't taken back until 10:00 a.m. My time is valuable too, you know!" (p9). One of 3 potential responses - "I'm sorry; we should have done much better than that. I'm going to ask about why this happened.Would you like me to let you know what I learn?"

What are your thoughts on developing such a manual for your staff?