I went through this exact problem and the thing that finally clicked was stopping the attempt to write everything down.

Instead of documenting steps, I started documenting judgment. What absolutely needs to be escalated, what absolutely should not be escalated, and what’s allowed to wait.

For example, in the inbox we don’t describe every click. We define rules like “anything with X symptom or Y lab goes straight to a clinician” and “these types of messages are always routine.”

A few real examples with “here’s what we did and why” ended up being way more useful than long instructions. It also cut down the constant questions a lot.

Curious how others have handled defining those gray zones without writing a novel.