What to change
Start with the observable delay and reproduce the actual route, device conditions and relevant dependency. Ask the supplier which measurement captures that experience and use it as the acceptance evidence. A broader score can provide context but should not replace the original issue. Preserve a short before-and-after account of the same task so the practice can judge whether the reported problem improved, even if an aggregate score moves differently.
A worked example
Illustrative example
Illustrative test: The same task is observed before and after the proposed correction. A manager may report waiting after opening a location selector, while the supplier's headline page-load score improves for unrelated reasons. The reviewer records the selector action and repeats it under the same relevant conditions after the proposed fix. The acceptance decision addresses that wait directly. Broader scores remain context, ensuring the supplier does not close a concrete task complaint merely because a different aggregate number moved favourably.
What this means for your practice
A practice manager may report that a search panel takes too long to open while the supplier concentrates on improving an unrelated loading score. Start with the specific action and waiting point. Ask the supplier to reproduce the same journey under representative conditions and choose a measurement that relates to it. A broader score can provide context, but should not replace the original issue. Keep a short before-and-after account of that task so your team can judge the result directly. An aggregate improvement can coexist with an unresolved practical delay; the acceptance decision should address the reason the work was commissioned in the first place.
How to check the result
The acceptance decision addresses the original user-visible problem.
A mistake to avoid
An improved aggregate can coexist with an unresolved practical delay.
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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