What this means for your practice
Prepare a pause procedure that coordinates public information, campaign destinations and enquiry handling. State current options accurately without inventing a reopening date.
An example to discuss with your team
Rehearse a temporary suspension and follow an old advert link, a direct page visit and the contact route to check consistent information.
What to discuss with your agency
Rehearse a temporary suspension using an old advert link and a direct visit. Do both routes give consistent information? Ask who authorises the pause and who updates each destination. Reception also needs wording that matches the public explanation so enquiries do not receive contradictory answers.
Put the brief into practice
Identify who can confirm that a service is unavailable and who authorises changes to public promotion. Keep a list of active adverts, announcement links, landing pages and enquiry forms so the pause reaches every relevant route. Prepare factual wording that explains the current position and appropriate options without inventing a reopening date. The receiving team needs matching instructions, including what to do with enquiries already in progress. Ask the agency to rehearse the change from several entry points: an old advert, a saved direct link and a current navigation route.
A prominent page notice will not help if an old form still promises the unavailable service. Record the time the availability change was verified and when each public destination was updated. Review any gap afterwards to improve coordination. The aim is a consistent, understandable pause that respects existing enquiries and makes clear what the practice can presently offer.
How to check the result
Measure the delay between a verified availability change and updates to active public destinations.
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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