PET-BOARDING-BUSINESS5 MIN READ
Correct a handoff without making it personal
Use Situation-Behavior-Impact to give specific operational feedback after a missed care handoff.
Leo L front desk associate S situation B behavior I impact feedback moment 20 sec The miss Bruno's allergy was said at intake but not entered in the suite note. The lunch round stopped to verify food. The dog is safe, so this is the right time to coach the process before harm occurs. 1 allergy handoff missed 10 AM specific intake situation
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