The operational decision
Show exactly where the assistant's responsibility ends and the practice's begins. A general-information handoff gives the caller a dependable next step. It does not quietly become patient intake, a callback commitment or evidence that someone on staff has accepted responsibility for a request.
Prepare the workflow
Draw separate steps for answering a public fact and supplying a direct contact route; remove any hidden message-taking step.
Example wording for approval
“I can give you the practice's public number. This information line has not submitted a patient request or arranged a staff callback.”
Worked example
Draw a fictional call as three boxes: visitor asks about hours, assistant answers from the public sheet, visitor asks about a personal visit. The final box should show a direct practice instruction, not a patient-message queue. Ask the reviewer what happens after the caller hangs up. If they expect a callback, the map or wording is misleading. Record the exact final action so everyone understands whether the workflow merely gave a contact route or performed a verified connection.
Handoff record
Record these task-specific fields: route name, final assistant action, staff channel, reviewer.
Acceptance check
Ask what will happen after the caller hangs up. The response should not imply that staff received information that was never delivered.
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