Explain why an enquiry asks for a phone number

What to change

Give a short reason for each contact field based on the team's actual response process. Only describe options the team can honour after receiving the enquiry.

A worked example

Illustrative example

A callback enquiry asks for a number because reception will use it to discuss appointment options. A separate email enquiry makes the distinction clear instead of treating both forms as identical.

How to check the result

Someone completing the form understands why the number is requested and what contact to expect.

A mistake to avoid

Do not promise email-only replies if the practice's actual process requires a telephone conversation before it can progress the request.

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 whether the phone number is needed for this task or is an optional alternative.Explain who may use it and for what administrative purpose.Align the confirmation with the contact method the visitor has actually supplied or selected.

Evidence, open questions and decisionsNext action and responsible role

Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.