Explain how to raise practical support needs before attending

What to change

Use concrete, respectful wording about the practical arrangements the team can discuss. Offer a contact route without requiring the patient to publish a diagnosis or lengthy personal history.

A worked example

Illustrative example

A preparation page invites patients to contact reception about getting into the building or receiving appointment information in a suitable way. The team then discusses the specific request through its approved process.

How to check the result

A person can ask for practical help using their own description of the need.

A mistake to avoid

Do not imply that every requested arrangement is already available, or make a diagnosis the price of starting an administrative conversation.

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 recordName examples of practical questions such as arrival assistance or communication arrangements.Explain which team receives the request and how the agreed arrangement is confirmed.Check that the invitation appears before the visit, where patients can act on it.

Evidence, open questions and decisionsNext action and responsible role

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