What to change
Work from the incoming visitor's journey. The directory correction may take time, so decide whether the existing file needs an appropriate replacement route while that request is handled. Confirm what the brochure promised before selecting the destination. Keep the exact listing link, desired correction and directory contact together. This lets another colleague follow up without rediscovering the problem or assuming that deleting the file resolves the external reference.
A worked example
Illustrative example
Illustrative test: A visitor follows the directory's download link from a clean browser session. A directory may still link to a leaflet describing an old public-information arrangement. The practice identifies the current document that fulfils the same purpose and requests an update from the directory owner. While that request is pending, the website supplier implements the approved relevant interim route. Your issue record keeps both tasks visible, so a working temporary destination does not cause the external correction to be forgotten.
What this means for your practice
An external directory may keep sending people to an old brochure long after your website has changed. Follow the incoming link first and read what it promises. Then decide with the content owner whether the file has a relevant current replacement. The directory's correction process may take time, so ask your supplier whether an appropriate interim route is needed. Removing the file immediately can turn outdated information into an unexplained dead end. Keep the exact listing, requested destination and contact route together in the issue record. That lets another colleague follow up and verify the public result without rediscovering which brochure or directory entry was involved.
How to check the result
The incoming route provides relevant current information or an explained replacement.
A mistake to avoid
Removing the file first can turn outdated information into an unexplained dead end.
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 marketing & search services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.