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BRUCE

What is BRUCE?

BRUCE is a tool for identifying when customers have problems with decision-making and providing the support they need to overcome them and make their decisions.

We always start by assuming that everyone has the capability to make decisions, however, when we identify signs that our customer may be struggling remembering, understanding, communicating or evaluating, we need to take action to support their decision making.

 

Model

Guide

Behaviour and talk

  • Listen to what the customer says but also be aware of their behaviour.

  • Are there any clues that point towards a possible decision-making problem?

Remembering

Listen out for customers who:

  • Are unable to recall the information you give them.
  • Ask the same questions repeatedly.
  • Give conflicting answers to questions.
  • Have difficulty following instructions, or lose track of what needs to be done.

 

Understanding

Listen out for customers who:

  • Do not appear to understand the consent decisions they have to make.
  • Become upset when they struggle to understand what a decision is about.

Communicating

Listen out for customers who:

  • Struggle to ask questions
  • Are unable to communicate their decision about consent.
  • Repeatedly answer just "yes" or "no" or who simply echo the last option or piece of information you give them.

 

Evaluating

Listen out for customers who:

  • Struggle to consider the consequences of giving (and not giving) consent.
  • Repeatedly change their mind without giving a reason.