What this means for your practice
Maintain an inventory of places where service facts appear and trigger a coordinated review when those facts change.
An example to discuss with your team
Change a fictional service detail in the source record and trace its correction through the website, document and scheduled content.
What to discuss with your agency
Change one fictional appointment detail and trace it through each public asset. Ask the agency how completion of the update is recorded. A single approved source helps, but someone still needs to review the copies people actually encounter. Include downloadable documents and previously scheduled content.
Put the brief into practice
Create a practical inventory of the places where important service facts are repeated. Start with details most likely to affect an enquiry or appointment, such as the offered service, location and contact route. Include the website, downloadable material, profiles and scheduled content. Assign an owner to each destination and identify the approved source of the fact. When a change is verified, use the inventory as an update list and record completion, rather than assume every team noticed the announcement.
Ask the agency to trace one fictional change through the full set and identify copies that cannot be updated directly. Those may need a replacement or a maintained route to current information. Keep archived material distinguishable from current guidance. Review the time between the verified change and the public updates, noting where work waited. That helps improve coordination without making the marketing team responsible for guessing service facts it has not been given.
How to check the result
Measure the time needed to update all affected assets after a verified service change.
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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