Reply to a new enquiry

I work in marketing at a private health clinic. Help me reply to a new enquiry quickly.

Context: A fast, kind reply wins the booking. People often send symptoms, photos or a request for a named medicine, and the reply must not assess them before a clinician has.

Before you start, ask me for anything missing from this list:
- The enquiry
- What we need to know before we can help
- How to book a first conversation

Then:
1. Reply to what they asked, in their words.
2. Ask only for what we need next.
3. Offer a clear next step with times.

Give me:
- The reply, under 120 words
- Questions to ask on the first call

Rules:
- Use only the facts I give you. Where something is missing, write [detail needed]. Never invent a number, a name, a quote or a source.
- Give general health information only. Never write anything that reads as advice on a person's own condition, and never suggest a treatment is certain to work or free of risk.
- Write in plain English, in our voice if I have given you a sample.
- Do not tell me what the rules or regulations say. If something may be restricted, flag it and I will check.

Finish with a list headed "Check before this goes out". Include these, plus anything else our clinical lead or the registered manager who approves marketing should see:
- That nothing in the reply is advice on the person's own condition
- Prices quoted, against the published price list
- Signs the enquiry is urgent or from someone under 18, passed to a clinician