Exam Pass Notes

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Use these notes for a final review before the assessment. They summarise the course and are not a substitute for local identity-check rules, booking scripts, data-protection procedures, urgent-symptom pathways or manager guidance.

Memory spine: Identify, Record, Route, Protect, Escalate, Close the loop

• Identify: use active checks such as name, date of birth, address or other local identifiers.
• Record: write clear, factual booking notes and handovers in the correct place.
• Route: select the correct appointment type, resource, practitioner, or admin pathway and arrange access support as needed.
• Protect: keep identity checks, phone calls, messages and reception conversations confidential.
• Escalate: pass urgent symptoms, wrong-record concerns, safeguarding issues, distress or uncertainty to the appropriate person.
• Close the loop: make sure the next step has an owner and that it has actually happened.

Key exam points

• Booking, record selection and handover are patient-safety tasks as well as administrative tasks.
• Names alone are not sufficient for reliable identity checking.
• Similar names, duplicate records, changed names, children, companions and family members need extra checks.
• Support staff should gather enough information to route a booking safely but must not diagnose or determine clinical urgency on their own.
• Urgent symptoms such as sudden vision loss, new flashes or floaters, a dark curtain, painful red eye or contact lens pain require escalation.
• Phone, digital and reception workflows should use the minimum necessary information.
• Relatives and companions do not automatically have the right to attend, book appointments or access record details.
• Safe handover includes who, what, when, risk, action taken and an identified owner.
• If no one accepts ownership of a task or message, escalate rather than leaving it informal.

Exam tip: when in doubt, choose the answer that checks identity, protects privacy, records facts and escalates uncertainty.