Easy Read Staff Checklist: Helping People Make Appointments

 

1️⃣ Ask how the person wants to get their appointment

“How would you like us to tell you about your appointment?”

• 📨 Letter

• ☎ Phone call

• 📱 Text message

• 📧 Email

✅ Always send reminders in the way the person prefers.

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2️⃣ Check for accessibility at the desk

“Can you access the desk or reception?”

• ♿ Wheelchair access?

• 🪑 Can the person sit while waiting?

• 🔊 Is it easy to hear staff at the desk?

• 💬 Do they need a quiet space or extra time?

✅ Make sure the appointment can be booked safely and comfortably.

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3️⃣ Ask about support needs

• 👩‍🦽 Does the person want a support person to help with the appointment?

• 📝 Do they need Easy Read letters or instructions?

• ⏰ Do they need extra time during the appointment?

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4️⃣ Confirm the appointment clearly

• 🗓 Tell the person the day of the appointment.

• ⏰ Tell the person the time of the appointment.

• 📍 Tell them where to go.

• 🧑‍🤝‍🧑 Remind them they can bring a support person if they want.

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5️⃣ Send a reminder

• ✅ Send the reminder using the person’s preferred method: letter, email, text, or phone.

• ✅ Make sure the person understands the day, time, and location.

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6️⃣ Record the details

• 📄 Note the preferred reminder method in the system.

• 📄 Note any accessibility needs or support arrangements.

• 📄 Track the next appointment if it’s a regular visit.

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✅ Key Message for Staff

“Accessible appointments are not just about the day of the visit. They start with how we book, communicate, and support the person every step of the way.”

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This checklist could also be adapted into a PowerPoint slide per section, with pictures/icons next to each bullet. For example:

• Letter ✉️

• Phone ☎

• Text 📱

• Email 📧

• Wheelchair access ♿

• Support person 👩‍🦽