What to change
Capture the smallest useful account of what happened without including patient information. Ask the reporter for the exact public route, the action attempted, the observed result and whether the problem repeats. Include browser or device context when it helps explain the difference. A screenshot can supplement that record, but redact unnecessary details and avoid using it as a substitute for the route. This gives the supplier a concrete starting point for diagnosis.
A worked example
Illustrative example
Illustrative test: A colleague reproduces the fictional fault using only the issue record. A colleague reports that Send does nothing on a phone. The issue record adds the exact public form address, fictional steps, expected confirmation and observed behaviour, with a redacted screenshot only where helpful. Another colleague reproduces it from that record. The supplier now has a concrete starting point without needing a real patient message or relying on an image that never identified which page or action was involved.
What this means for your practice
A screenshot can show a symptom without explaining how to reach it. Record the exact public address, action attempted, expected result and observed result using harmless reproduction details. Add browser or device context when it helps explain the difference. A redacted image can support that account, but it should not replace the route or include unnecessary personal information. Ask a colleague to reproduce the fictional example from the record alone. If they cannot, clarify the missing step before sending the ticket. This gives the supplier a concrete starting point and reduces repeated questions without requiring reception to collect technical evidence beyond what is useful for diagnosis.
How to check the result
The ticket supports an independent diagnostic attempt without a live patient example.
A mistake to avoid
Collecting excessive personal context does not make a technical report more useful.
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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