Judgement Test Question 4 – Missed appointments caused by unclear letters
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
Your team has received several complaints from customers who missed appointments because they did not understand where to attend or which documents to bring. The appointment letter contains the required information, but it is spread across two pages and some details appear in a small footer. Reception colleagues say they regularly explain the same points by phone. You have access to the complaints, missed appointment figures and current letter template. A template change needs approval, but you can prepare a proposal and suggest an interim step. The aim is to reduce avoidable missed appointments without increasing cost significantly.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Ask reception colleagues to repeat the location and document requirements whenever an appointment is booked.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Review the complaints with reception staff, redesign the key instructions for approval and monitor whether missed appointments reduce after the change.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Rebook every customer who complains and explain the appointment details to them by phone.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Add a longer explanation of every appointment rule to the end of the existing letter.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Fairly Effective
- Action B: Effective
- Action C: Fairly Effective
- Action D: Ineffective
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