{"id":"ind-hc-missed-appointment-letter","audience":"healthcare","category":"writing-emails","technique":"tone","title":"Write a missed-appointment letter that follows policy without shaming","free":false,"task":"A patient has missed two appointments in a row. Write the letter under 90 words, plain text: first sentence says what happens next under the policy, then how to reschedule, in a warm tone. Apply the policy as updated, don't list the missed dates, and use no shaming or threatening words (\"failed to\", \"noncompliant\", \"dismissed\"). Write a prompt that gets you exactly that.","materialLabel":"The policy and patient notes (attached to your prompt automatically)","material":"NO-SHOW POLICY - Greenleaf Community Clinic (fictional)\n- 1st missed appointment: reminder call.\n- 2nd missed appointment in 12 months: letter; patient must book by phone (not online) for the next 6 months.\n- 3rd missed appointment in 12 months: $25 fee.\nUPDATE (Oct 15, clinic director): the $25 fee is removed for all patients. Steps 1 and 2 are unchanged.\n\nPatient: Trevor Haines\nMissed: Aug 12 (pediatric sports physical for his son - no wait, that's a different chart), Oct 3, Nov 4\nCorrection from front desk: Trevor's chart shows misses Oct 3 and Nov 4 only. Aug 12 was another family.\n\nScheduling:\n- Phone line: 555-0174, Monday-Friday 8 AM-5 PM.\n- We offer evening appointments Tuesdays until 7 PM.\n- Text reminders available if he opts in (reply YES to our texts).\n\nNotes:\n- Trevor works rotating shifts (mentioned at his last visit).\n- Staff should never use the word \"noncompliant\" in letters (patient experience committee).","rules":[{"type":"maxWords","max":90},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 90 words\" and it often lands well over.","fix":"Cap each part instead: \"4 sentences, each under 20 words.\"","checks":["maxWords"]},{"title":"Burying what changes","why":"The AI spends the opening on the missed visits before saying what happens next.","fix":"Add: \"First sentence: for the next 6 months, please book by phone.\"","checks":["r0"]},{"title":"Applying the old fee","why":"The policy still lists a $25 fee, and the AI mentions it as a warning.","fix":"Add: \"No fee (removed Oct 15). Don't list the missed dates.\"","checks":["r1"]},{"title":"Sounding like a warning","why":"AI policy letters default to \"you failed to attend\" and \"further action\".","fix":"Add: \"Warm tone. No 'failed to', 'noncompliant' or 'dismissed'. Offer Tuesday evenings or text reminders.\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in the letter.","fix":"Name the place and the format: \"For the letter. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Says what happens first","patterns":["first sentence","lead with","start with","what happens"]},{"label":"Uses the updated policy","patterns":["fee (is )?removed","no fee","oct(ober)? 15","update"]},{"label":"Bans shaming words","patterns":["sham","failed to","noncompliant","warm"]},{"label":"Offers help","patterns":["evening","text reminder","tuesday"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"Policy letters can follow the rules and still be kind. Tell the AI what happens next, which parts of the policy changed, and the words to avoid.","rubricLabels":["The first sentence (after any greeting) says that for the next 6 months he'll need to book appointments by phone rather than online","Gives the phone number 555-0174 with its hours, mentions no $25 fee or any fee, and doesn't list the missed dates","Uses no shaming or threatening words (no 'failed to', 'noncompliant', 'dismissed', 'violation', 'warning') and offers something helpful from the notes (Tuesday evening appointments or text reminders)"]}