• Behaviour and talk - staff should monitor a customer’s behaviour and talk for indications of difficulties with:
• Remembering – is the customer exhibiting any problems with their memory or recall?
• Understanding – does the customer grasp or understand the information given to them?
• Communicating – can the customer share and communicate their thoughts, questions and decisions about what they want to do?
• Evaluating – can the customer ‘weigh-up’ the different options open to them?