What this means for your practice
Send reminders that identify the current version, requested decision and responsible person. Escalation should follow an agreed process instead of simply increasing message volume.
An example to discuss with your team
Change the reviewed version before a reminder is sent.
A practical conversation with your supplier
Ask to change the document under review before a reminder runs. The message should not point to a superseded version or already completed decision. Agree which unresolved situations need escalation and to whom. Review unnecessary reminders as a sign that the process needs adjustment.
Plan the first improvement
Before adding reminder frequency, understand why decisions are waiting. The reviewer may lack information, be unavailable or be looking at a version that has already changed. More messages will not solve those problems. Make the reminder identify the exact decision and provide an appropriate way to request clarification, delegate through the approved route or record the outcome. Agree which unresolved situations should reach a manager and what useful information that manager receives.
An escalation should explain the business effect of delay rather than simply copy another person into a repeated message. Ask the supplier how completed, withdrawn and superseded requests are removed from reminder schedules. Use those cases in testing as well as an overdue live request. During the first review, look at reminders that prompted no action and ask why. This helps improve the underlying workflow and protects staff attention, instead of measuring success by how many notifications the automation generated.
How to check the result
Measure reminders generated for already-resolved or superseded work.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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