About this resource
Waiting is easier when people know what to expect. These templates cover acknowledging a referral, explaining the expected wait, suggesting what to do in the meantime, check-in messages while waiting, and what to do if needs become urgent.
Purpose
To keep people informed and supported while they wait.
Who it is for
Primary profession: Allied health and multidisciplinary teams. Also relevant for psychologists, speech pathologists, occupational therapists.
Client or participant group: Allied health services and administrative staff.
Practice setting: Services with waitlists.
Suggested uses
- Waitlist management
- Administrative staff training
- Reducing missed first appointments
- Quality improvement
Instructions for practitioners
- Adapt templates to your service.
- Give honest estimates of waiting times.
- Include clear advice for urgent situations.
- Check in at regular intervals.
Accessibility considerations
Offer messages in plain language, other languages and preferred formats.
Scope and limitations
Communication templates. Your service remains responsible for monitoring risk on waitlists.
Research basis
Clear, plain-language information and checking understanding (teach-back) improve understanding, safety and quality of care.
- Australian Commission on Safety and Quality in Health Care. (2014). Health literacy: Taking action to improve safety and quality. ACSQHC. https://www.safetyandquality.gov.au/publications-and-resources/resource-library/health-literacy-taking-action-improve-safety-and-quality
- Australian Government. Style Manual: Plain language and word choice. https://www.stylemanual.gov.au/writing-and-designing-content/clear-language-and-writing-style/plain-language-and-word-choice
- Talevski, J., Wong Shee, A., Rasmussen, B., Kemp, G., & Beauchamp, A. (2020). Teach-back: A systematic review of implementation and impacts. PLOS ONE, 15(4), e0231350. https://doi.org/10.1371/journal.pone.0231350
What is included
A 2-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced.
