Explain how to ask for copies of appointment documents

What to change

Describe a route for requesting an existing document without promising immediate disclosure. Use the practice's approved process for verifying the requester and supplying the copy.

A worked example

Illustrative example

A patient who has misplaced their appointment summary can contact the administrative team through a named route. The page explains that the team will check the request and advise how a copy can be supplied.

How to check the result

Someone can identify the correct administrative task without booking an unnecessary appointment to ask the question.

A mistake to avoid

Do not promise that every document can be resent to any email address supplied in an enquiry.

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 recordDistinguish a replacement copy from a request to create or amend a document.Explain what document description helps the team locate the item without a long clinical narrative.State how the team will discuss any further requirements or applicable charge.

Evidence, open questions and decisionsNext action and responsible role

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