Loss

• Recognising the characteristics of vulnerability
• Seeing it from our customers perspective
• Responding to our customers needs
• Charities and organisations (sign-posting)
• Conditions that may cause loss

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Seeing it from our customers perspective

Every person will experience loss in a different way.  And, it’s important to remember that not everyone will want or need additional or different support. 

To properly understand the support our customer may need, it's important we understand how they're affected by the situation. 

You may not always know what to say when someone is experiencing loss and may be worried about saying the ‘wrong’ thing. For many people, just feeling heard and having someone acknowledge their feelings is enough. 

Use IDEA to get a hetter understanding of their situation.

Model	Guide
Impact	What are they finding hard What's been the impoct on their day to day living?
Duration	When did this first stort to happen How long have they been experiencing this?
Experience	Have they experienced this before? Is this happening often? Could it happen again?
Assistance	Are they receiving any support, assistance or medication? Have they checked if they're entitled to more support, assistance or benefits?