What this means for your practice
Maintain one approved source and a coordinated update process for website pages and communication templates. Ask the responsible service to decide how already-booked patients should be informed.
An example to discuss with your team
Update a fictional instruction in the private test site and compare all related messages.
A practical example
For example, the website may show the revised wording while a reminder still sends a previous version. Ask the booking team to send a fictional confirmation and reminder during the review. Compare both with the page patients are directed to. A good result gives people one coherent set of instructions and gives reception a clear answer when someone asks which version applies to their visit.
Include any automated calendar description or attachment in the comparison. Those copies can continue carrying an old instruction even after the email text is corrected. The update list should reflect what patients receive, not just the templates most convenient for the website team to edit.
Make this improvement work
List every place the preparation instruction appears, including the main page, downloads and message templates. Ask the clinical owner to confirm the change and decide how it applies to people already booked. The website team should not infer whether an existing patient needs a new message from the fact that a page was edited. Use the approved decision to coordinate publication and communication through the practice's process. Test the revised instruction against each related message and destination. Keep completion visible so one forgotten template does not continue sending the old explanation after the main page has been corrected.
How to check the result
Track contradictory versions found in active communication templates.
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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