The goal is not to demand unlimited time or ideal staffing, but to standardize three high-leverage moments where relational failures commonly drive distress, complaints, and consent disputes: (i) preoperative explanation and comprehension, (ii) preference-sensitive decisions, and (iii) perioperative updates and transitions.1)

Comprehension by design

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Action: Plain-language explanation + visual aid; confirm understanding using teach-back.

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Metrics: Teach-back documented (%); patient-reported