Build a public-information sheet
List office hours, holiday closures, street address, parking, accessibility information and the main office number. Use approved wording from the practice. Assign a staff member to keep it current.
Separate office facts from patient requests
Hours and directions can use public information. Symptoms, prescriptions, test results, billing records and appointments belong with the practice. A caller should hear a clear handoff instruction before being asked for patient details.
Test the boundary as well as the answer
Ask a parking question, then ask about a test result. Confirm the assistant answers the first and redirects the second. Try a caller who volunteers symptoms; the assistant should stop the collection and direct them to appropriate help.
Review a small pilot
Start with a defined forwarding window. Check whether callers received correct office information and whether staff handoff instructions were clear. Do not use patient records to populate a public demonstration.