What this means for your practice
Organise documents around the words and tasks staff use. Test retrieval with actual job scenarios before buying a more elaborate search tool.
An example to discuss with your team
Search using a common abbreviation; the correct current document should be identifiable.
What to ask before you choose
Give a supplier several everyday searches before discussing extra search features. For example, try both missed appointment and did not attend. The useful result is the current instruction, with enough description to identify it. Ask who will review unsuccessful searches and add familiar wording when staff cannot find an answer that already exists.
Organise the library around real questions
Collect a few examples from a busy reception session: how to change an appointment, where to find a referral form and what to do when a caller asks about fees. Ask staff to try those searches without hints. Note the wording they choose and which result they open first. This gives you a practical brief for improving titles and descriptions.
A useful result should explain what the document covers and make its current status clear. Several nearly identical results can be as frustrating as no result at all. Agree who will remove misleading duplicates from normal search and who will review new documents before adding them. If an answer does not exist, record the missing question for the responsible person rather than making search appear successful by offering an unrelated document. Review repeated failed searches before paying for more elaborate search features.
How to check the result
Record unsuccessful searches and time taken to find an agreed document.
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
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore software & apps services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.