Exam Pass Notes

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Realistic Offers

• A realistic offer is something the practice can deliver through local processes.
• Tell the patient what can happen next as well as what is not available.
• Do not promise named clinicians, exact call times, same-day GP review or complaint outcomes unless you are authorised to do so.
• Check that the offered option will work for the patient before closing the call.

Wider Team and Preferences

• Explain wider team roles as alternative ways to meet the need, not as a downgrade.
• Preferences for a named clinician, appointment mode or timing may reflect continuity, access or communication needs.
• Record preferences and the reasons for them, but do not promise they can always be met.
• Escalate promptly if the request cannot safely wait for the preferred option.

Delays, Frustration and Complaints

• Give honest call-back windows and clear next steps using local wording.
• A complaint or frustration about access does not remove the need to manage the current health request safely.
• Provide the correct feedback or complaints route; do not attempt to investigate during an access contact.
• Record repeated access barriers, failed contacts and unsafe workarounds.

Kindness Without Overpromising

• Kindness means listening, acknowledging concerns and explaining clearly.
• Consistent responses make the system feel fairer and reduce conflict.
• Use phrases like "what I can do is..." rather than only "we cannot...".
• Ask for support if repeated difficult contacts or access pressure affect staff wellbeing.