Explain a response window in terms visitors can use

What to change

Describe the verified response arrangement in ordinary language and identify when the receiving team works. Only publish a target the practice has approved and can maintain.

A worked example

Illustrative example

A practice says its booking team handles enquiries during its published telephone hours and explains how its response target is counted. The automatic acknowledgement does not describe itself as the promised personal reply.

How to check the result

A visitor can work out when a response is expected and what to do if it does not arrive.

A mistake to avoid

Do not invent a precise service target to make the page reassuring when the team has not agreed to it.

Your action checklist

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.

Decisions to recordAsk the team what starts the response window and which periods are included.Explain any difference between automated receipt and a response from a person.Provide the agreed follow-up route when the stated window has passed.

Evidence, open questions and decisionsNext action and responsible role

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