What to change
Provide a route to discuss contact-detail corrections through the practice's normal checks. Avoid promising that a new unverified email automatically replaces the address associated with an enquiry.
A worked example
Illustrative example
A visitor quotes the enquiry reference when contacting reception about a mistyped email address. The team follows its approved process to confirm the request before directing any personal response to another address.
How to check the result
The visitor can repair the communication route without assuming a second enquiry cancels the first.
A mistake to avoid
Do not send sensitive replies to a newly supplied address solely because someone says the original address was wrong.
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.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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