Explain what to do after a missed practice call

What to change

Offer an ordinary administrative route for returning a practice call. Confirm which information the team needs and avoid suggesting the website can reveal why an individual was contacted.

A worked example

Illustrative example

A page says patients who missed a practice call can contact reception through the published number. Reception follows its usual verification process and checks which team needs to speak with them.

How to check the result

A visitor knows how to reconnect without guessing from several unrelated service numbers.

A mistake to avoid

Do not infer the purpose or urgency of a missed call, and do not invite sensitive details into a public comment channel.

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 the number or contact route the practice uses for return calls.Ask patients to have the approximate call time and their appointment information available for the team's checks.Explain that the team may need to direct the call onward after identifying the relevant service.

Evidence, open questions and decisionsNext action and responsible role

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