Explain how to follow up an unanswered enquiry

What to change

Provide a follow-up route that helps the team identify the earlier enquiry. Base the timing on the practice's stated response arrangement and avoid encouraging repeated new submissions.

A worked example

Illustrative example

A visitor who received an enquiry reference can quote it when contacting reception about the response. The page explains that submitting another identical enquiry is not the intended way to check progress.

How to check the result

A person can ask about their original request without creating confusion about how many appointments or replies they want.

A mistake to avoid

Do not assume an unanswered enquiry means the person should restart the entire process or pay for another booking.

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 recordTell visitors where to find any enquiry reference supplied with the acknowledgement.Explain which basic details help the team locate an earlier request through its approved checks.State how to contact the practice once the expected response period has passed.

Evidence, open questions and decisionsNext action and responsible role

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