Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

Tick to confirm (optional):

• A realistic offer must be deliverable by the practice (appointment, call-back, task, review, message, escalation).
• Use clear, affirmative phrasing: “What I can do today is…” or “The next available routine appointment is…”.
• Avoid blunt or absolute language that shuts down options (e.g., “There is nothing”).
• Do not guarantee specific times or outcomes unless the process supports them.
• Explain call-back windows clearly and confirm best contact number and availability.
• Record patient access difficulties and clinician preferences to support safe contact.
• Use established escalation routes if a request cannot safely wait for normal processes.
• Avoid overpromising; describe the process the request will follow (e.g., duty list, practice process).