Explain when one reply answers only part of an enquiry

What to change

Make the scope of the reply explicit and explain any remaining question's route. Give the visitor a coherent next step without promising that several teams will respond independently unless that is arranged.

A worked example

Illustrative example

A reply confirms consultation fees and explains that the document team will discuss the requested report through the approved process. It does not mark the whole enquiry complete merely because reception has responded.

How to check the result

The visitor can see what has been resolved and what still needs an answer.

A mistake to avoid

Do not leave a patient to infer that silence about one question means it has been accepted or included.

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 recordIdentify which questions the current response answers.State which item remains open and whether the practice or visitor needs to take the next action.Keep any booking or quotation status separate from the fact that one question has been answered.

Evidence, open questions and decisionsNext action and responsible role

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