Separate patient enquiries from professional referrals

What to change

Describe two routes according to the sender's task. Confirm the referral channel with the team responsible for receiving documents before publishing any destination.

A worked example

Illustrative example

A practice contact page distinguishes ask about an appointment from send a professional referral. The referral route explains its submission process while the patient route provides a way to ask whether a letter is needed.

How to check the result

Each audience can choose a route without reading instructions intended for someone with a different role.

A mistake to avoid

Do not publish a generic email address for sensitive documents merely because it already handles ordinary appointment questions.

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 the administrative information a patient enquiry needs without duplicating the professional referral requirements.Name the approved channel and document requirements for a professional referral.Explain which route a patient should use when they already have a copy of a referral letter.

Evidence, open questions and decisionsNext action and responsible role

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