Repeated basic queries
We checkIs there a test-information page? Are home-collection areas and approved preparation instructions easy to find?
We deliverA test-information directory, approved preparation messages, location and collection-area pages, and administrative FAQs.
We measureCorrectly handled enquiries and fewer repeated administrative questions.
Enquiries reach the wrong desk
We checkDo walk-in, home-collection and corporate enquiries go to one number with no owner?
We deliverEnquiry routing by request type, an owner for each route and response templates.
We measureResponse time and requests left without an owner.
Corporate and referral enquiries get lost
We checkIs there a clear route for employers and referring doctors?
We deliverA corporate-enquiry page, a referral contact route and a simple tracker.
We measureCorporate enquiries acknowledged and followed up within the agreed time.