Request record · CB-1048
- Created
- 09:14
- Requested outcome
- Appointment callback
- Receiving team
- —
- State
- Recorded
Conclusion: ______________________________
Unknown: _________________________________
PRINTABLE FACILITATOR PACK · FICTIONAL RECORDS
Help the room separate evidence from inference.
A 30–45 minute exercise for patient-access, operations and security teams. Participants use the workflow’s definitions to say what each record establishes—and what it does not.
FACILITATOR NOTES
Run of show.
- Frame · 3 minutes. Read the five local definitions. Ask participants not to substitute their organization’s status vocabulary yet.
- Inspect · 12 minutes. Give the group each storyboard record without its answer. Ask the two questions before advancing.
- Branch · 10 minutes. Compare the unavailable-team, duplicate and unsuccessful-contact outcomes.
- Map · 10 minutes. Use the blank version to identify the equivalent local artifacts and recovery routes.
- Close · 5 minutes. Have participants explain the five distinctions using fields from their mapped artifacts.
- Recorded
- Durable ID, creation time and requested outcome.
- Assigned
- An available routing target is attached.
- Accepted
- An owner or team acknowledges responsibility and the due window.
- Attempted contact
- An outbound action and its result are logged.
- Resolved
- The agreed closure outcome is completed and recorded.
Completion check
A participant passes when they can point to evidence for recorded, assigned, accepted, attempted contact and resolved—and name what remains unknown—without relying on the label alone.
PRINTABLE STORYBOARD
Four records, one callback.
Cover or fold away the answer key. For every panel ask: What can you conclude from this record? What remains unknown?
Queue entry · CB-1048
- Routing target
- Patient access — scheduling
- Routing result
- Assigned
- Due window
- Today by 17:00
- Acceptance
- Not recorded
Conclusion: ______________________________
Unknown: _________________________________
Assignment event · AE-771
- Request
- CB-1048
- Accepted by
- Queue role PA-07
- Event
- Responsibility accepted
- Due window
- Acknowledged
Conclusion: ______________________________
Unknown: _________________________________
Closure record · CL-208
- Contact action
- Outbound call · attempt 1
- Attempt result
- Caller reached
- Agreed outcome
- Options reviewed; no further callback requested
- State
- Resolved
Conclusion: ______________________________
Unknown: _________________________________
PRINTABLE BRANCH DRILL
Three exceptions, four questions each.
For each fictional record, identify what is established, what remains unknown, the next-action owner and the evidence that would resolve the open issue.
Receiving team unavailable
CB-1052 recorded · intended team unavailable · no assignment · no acceptance
- Established: ____________________________
- Unknown: ______________________________
- Next-action owner: ______________________
- Resolving evidence: _____________________
Duplicate request
CB-1056 linked and closed as duplicate · original CB-1048 accepted and due
- Established: ____________________________
- Unknown: ______________________________
- Next-action owner: ______________________
- Resolving evidence: _____________________
Unsuccessful contact
CB-1048 accepted by PA-07 · attempt 1 no answer · attempt 2 due 16:30
- Established: ____________________________
- Unknown: ______________________________
- Next-action owner: ______________________
- Resolving evidence: _____________________
DISCUSSION QUESTIONS
Questions that expose assumptions.
- Which exact fields establish that a request was recorded? What would make the record non-durable or ambiguous?
- Why does a routing target establish assignment but not acceptance?
- What event or actor is authorized to record acceptance in your local workflow?
- Can an unsuccessful contact attempt satisfy the callback promise? Under what explicitly agreed rule, if any?
- When a duplicate is closed, which work item still owns the caller’s requested outcome?
- What recovery event should appear when the intended receiving team is unavailable?
- Which closure field states the agreed outcome, rather than merely changing a status?
- What facts—such as caller satisfaction or downstream data accuracy—remain outside these records?
ANSWER KEY
Interpret the fields, not the labels.
Exercise boundary
A correct answer demonstrates interpretation of these fictional records only. It does not validate any real workflow, control, staffing practice or outcome. Real validation requires current production artifacts, authorized observation and confirmation from the responsible owners.
01 · Recorded
Conclude: CB-1048 exists as a durable item with time and requested outcome.
Do not conclude: assigned, accepted, contacted or resolved.
02 · Assigned
Conclude: an available routing target and due window are attached.
Do not conclude: the team acknowledged responsibility.
03 · Accepted
Conclude: PA-07 acknowledged responsibility and the due window.
Do not conclude: contact occurred or the outcome was completed.
04 · Attempted and resolved
Conclude: an outbound action and result were logged; the agreed outcome was completed and recorded.
Do not conclude: independent call quality, satisfaction or downstream accuracy.
Branch answer key
Receiving team unavailable
Established: request recorded; routing failed; no assignment or acceptance.
Unknown: alternate capacity, recovery execution and time to acceptance.
Next-action owner: routing or recovery owner until a receiving team accepts.
Resolving evidence: successful alternate routing plus acceptance and an acknowledged due window.
Duplicate request
Established: duplicate linked and closed; original remains accepted and due.
Unknown: whether the original request’s agreed outcome was completed.
Next-action owner: accepted owner of the original CB-1048.
Resolving evidence: a closure record on the original showing completion of its agreed outcome.
Unsuccessful contact
Established: accepted ownership, one unsuccessful attempt and a due next attempt.
Unknown: whether the caller will be reached or the requested outcome completed.
Next-action owner: PA-07, the accepted owner.
Resolving evidence: later contact-result evidence plus a closure record for the completed agreed outcome.
| State | Minimum evidence in this exercise | Does not establish |
|---|---|---|
| Recorded | Durable ID, creation time, requested outcome | Routing or ownership |
| Assigned | Available routing target attached | Acknowledged responsibility |
| Accepted | Owner/team acknowledgment and due window | Contact or completion |
| Attempted contact | Outbound action plus attempt result | Caller reached or request resolved |
| Resolved | Agreed closure outcome completed and recorded | Facts outside the record |
BLANK PARTICIPANT VERSION
Map your local workflow.
Use non-sensitive field names and fictional values. Do not copy patient, workforce or confidential system data into this sheet.
1 · Request artifact
Artifact name: ___________________________
Local label(s): ____________________________
Fields that prove recorded: _______________
________________________________________
What remains unknown: ___________________
________________________________________
2 · Routing artifact
Artifact name: ___________________________
Local label(s): ____________________________
Fields that prove assigned: ________________
________________________________________
What remains unknown: ___________________
________________________________________
3 · Acceptance artifact
Artifact name: ___________________________
Local label(s): ____________________________
Fields that prove accepted: ________________
________________________________________
What remains unknown: ___________________
________________________________________
4 · Contact and closure artifact
Artifact name: ___________________________
Local label(s): ____________________________
Fields that prove attempted contact: _________
________________________________________
Fields that prove resolved: _________________
________________________________________
Recovery branches
Receiving team unavailable
Records establish: _______________________
Remains unknown: _______________________
Next-action owner: ______________________
Resolving evidence: ______________________
Duplicate request
Records establish: _______________________
Remains unknown: _______________________
Next-action owner: ______________________
Resolving evidence: ______________________
Unsuccessful contact
Records establish: _______________________
Remains unknown: _______________________
Next-action owner: ______________________
Resolving evidence: ______________________
Explain the distinction in your own workflow
Recorded → Assigned: ____________________________________________________________
Assigned → Accepted: ____________________________________________________________
Attempted contact → Resolved: ___________________________________________________