The operational decision
Stop postal instructions from being mistaken for directions to an appointment location. A contact directory is useful only when each destination has a clear purpose. A publicly listed telephone or mailing address can be shared without collecting the details of a patient request.
Prepare the workflow
Store the mailing address separately when it differs from the visitor entrance; include only the public attention line authorized by staff.
Example wording for approval
“The mailing address and visitor entrance differ in this example. Use the mailing address for post and the directions page for reaching the public office.”
Worked example
The fictional practice receives post at a postal box but sees visitors at a street address. A caller asks where to go after hearing the mailing address. The assistant should explicitly switch to the visitor address, including the public entrance label, rather than trying to navigate to the postal box. The editor should maintain separate fields for each purpose. A successful review confirms that both postal and arrival questions reach the correct independently approved answer.
Handoff record
Record these task-specific fields: address purpose, postcode, attention line, directory owner.
Acceptance check
Ask for driving directions after receiving a postal box address. The assistant should switch to verified visitor information rather than treating the box as a destination.
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