Explain which organisation will reply to a forwarded enquiry

What to change

Describe the handoff and expected responder only when the underlying process is approved. Make the provider's identity clear without assuming that any transfer is automatic or universally authorised.

A worked example

Illustrative example

A host centre explains that appointment enquiries for a named independent provider are handled by that provider under the stated process. The acknowledgement identifies the expected responder instead of implying host reception will arrange everything.

How to check the result

A visitor can recognise the organisation responsible for the next administrative response.

A mistake to avoid

Do not claim a request has been forwarded before that action has actually occurred or imply broader information sharing than the process permits.

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 recordConfirm when and through what agreed route an enquiry moves to the other organisation.Explain the name visitors should expect to see in the reply.State who can answer questions about the request after that handoff.

Evidence, open questions and decisionsNext action and responsible role

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