What to change
Explain who initiates the call and the practice's verified arrangements for contact. Avoid publishing universal caller-identification claims that the team cannot support.
A worked example
Illustrative example
A practice explains that its team calls the patient using the number confirmed during booking. It tells patients how to check that number beforehand and where to contact the practice if the call is missed.
How to check the result
The patient knows their role in connecting to the appointment and can prepare the relevant contact details.
A mistake to avoid
Do not tell patients to answer every unknown call as though that alone verifies the caller's identity.
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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