What to change
Explain the entry requirement in terms patients recognise, and offer an appropriate first-contact route. Avoid requiring visitors to understand internal appointment codes.
A worked example
Illustrative example
A practice labels a review appointment for people already following a plan with its team. Someone new is directed to information about an initial consultation rather than left to guess which slot is acceptable.
Put it into practice
Ask the service owner to define the route in familiar terms and provide a way to check uncertainty. New visitors should also see an appropriate first-contact option, rather than reaching a page that tells them only what they cannot book.
Avoid using “existing patient” as the only explanation where the practice applies a more specific rule. A short approved clarification can prevent people with an unrelated previous visit from choosing incorrectly.
What to agree before publishing
Ask the service lead to explain what qualifies someone for this appointment route in terms patients recognise. A previous visit to another service may not mean the same thing as an active arrangement for this one. Provide a way to check uncertainty and a useful first-contact option for newcomers. Compare the profile links and booking menu with the page. Readers should not need to discover the restriction only after choosing a time, nor be left with a statement of exclusion and no next step.
How to check the result
A new visitor and an existing patient can both identify their next step from the page.
A mistake to avoid
Do not say members only if eligibility actually depends on previous assessment, because membership and clinical history are different requirements.
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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