Explain whether an enquiry receives an administrative or clinical reply

What to change

State who handles the enquiry and what they can answer through that route. Have the service owner approve how questions requiring another channel are described.

A worked example

Illustrative example

A contact page says the booking team answers questions about arranging appointments. It explains that the team can tell visitors how to access the appropriate service for other questions, rather than offering a diagnosis by email.

How to check the result

Readers understand the type of reply the route is designed to provide.

A mistake to avoid

Do not use ask our experts when the receiving team can only discuss administrative arrangements.

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 recordList practical subjects reception can answer, such as fees, availability and booking requirements.Explain how the team directs questions that need professional input through the appropriate process.Check the invitation does not promise advice or assessment that the form cannot provide.

Evidence, open questions and decisionsNext action and responsible role

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