The operational decision
Reduce confusion when a building has staff, delivery and visitor entrances. Directions should help someone reach the publicly advertised office entrance. They should not infer why a person is visiting, whether they have an appointment, or which treatment area they need.
Prepare the workflow
Use visible door labels and street names rather than an employee nickname for the entrance; check evening access separately.
Example wording for approval
“Use the entrance marked Visitor Reception in this fictional example. The loading door is not the public entrance; follow the building's current signs.”
Worked example
A shared building displays the practice name on a directory, a rear loading door and a front door labelled Visitor Reception. The old script says use the side door because staff once used that shortcut. Replace it with the visible public label and test the answer from a street-level photograph. The assistant should not give access codes when the visitor reports a locked door; that situation needs the office's approved public contact instruction.
Handoff record
Record these task-specific fields: door label, street frontage, access hours, building contact.
Acceptance check
Describe arriving at the delivery entrance. The answer should correct the route without sharing staff access codes or internal shortcuts.
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