The decision
Create a visible administrative query record with an owner and next action. Separate the billing question from any clinical or service complaint route the organisation requires.
Rehearse this before accepting the change
Transfer a fictional query between teams; confirm that responsibility never becomes blank.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Measure queries waiting without a recorded next step.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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