Casework Skills Test Question 21 – Rearranging an appointment with an accessibility adjustment
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Difficulty: Medium
Background
A customer has requested a hearing loop for an appointment. You are checking the options after discovering that the adjustment is unavailable at the original venue.
Information provided
Appointment guidance
Where a requested adjustment cannot be provided at the booked appointment, staff should offer a suitable alternative and obtain the customer’s agreement before cancelling the original booking.
Customer request
I need a hearing loop for the appointment because I cannot follow a conversation reliably without one.
Booking record
Original appointment: 12 December at North Office. North Office hearing loop unavailable. Alternative appointment: 14 December at Central Office, where a hearing loop is available.
Contact record
Draft email offering the alternative is marked Not Sent. The original appointment remains booked.
Classify the statements
For every statement, choose Definitely True, Probably True, Cannot Say, Probably False or Definitely False.
Statement 1
The original appointment has already been cancelled.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 2
The customer prefers the appointment on 14 December.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 3
The customer will probably need to agree before the original appointment is cancelled.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Statement 4
The original appointment can probably proceed with the requested adjustment at North Office.
Classify this statement:
Definitely True Probably True Cannot Say Probably False Definitely False
Click to reveal the answers
| Statement | Correct classification |
|---|---|
| Statement 1 | Definitely False |
| Statement 2 | Cannot Say |
| Statement 3 | Probably True |
| Statement 4 | Probably False |
Members can unlock the evidence breakdown for all four statements, including why each classification fits and how to avoid unsupported assumptions.
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