What this means for your practice
Agree what the combined measure means and how each source contributes. If the source definitions cannot be aligned, show their difference instead of concealing it in one total.
An example to discuss with your team
Compare a fictional case across both source systems.
Questions to take to your supplier
Follow one fictional enquiry across both tools. When does each call it complete, and should both events count? Where the definitions cannot be aligned, show separate figures with an explanation. Keep ambiguous records visible for an accountable reviewer.
Agree the working process
Begin with the question the combined report should answer. Define the unit being counted, the relevant period and the exclusions in ordinary business language. Then ask each source owner how its records correspond to that definition. A status called complete may mean an enquiry was answered in one tool and an appointment was booked in another. Those events should not be silently treated as equivalent. Use fictional cases that show the difference and record the agreed handling.
Where alignment is not possible, separate the figures and explain what each represents. Give ambiguous cases a review owner and keep any exclusions visible. Ask a colleague to calculate a small sample using the written rules and compare it with the report. This checks whether the explanation is usable without the original developer. Review definitions when services or source systems change. A consistent formula can still become misleading if the meaning of one input changes while the report continues presenting a single familiar total.
How to check the result
Count records excluded or reclassified because definitions differ.
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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