Supporting third parties

Recognising the characteristics of vulnerability
Seeing it from our customers perspective
How can third parties support our customers?
Who do we mean by third parties?
Suspicious activity and process guides

Seeing it from our customers perspective

To properly understand the support our customers may need, it's important we understand how they're affected by the situation or medical condition when they're interacting with us.

Every person will experience their condition or situation in a different way.

Use IDEA to get a better understanding of their situation.

Model	Guide
Impact	What are they finding hard What's been the impact on their day to day living?
Duration	When did this first start 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?

Supporting third parties

Seeing it from our customers perspective

Model

Guide