What to change
State whether the preference is a request or a confirmed choice. Explain how the team responds if the requested practitioner is unavailable for the appointment type.
A worked example
Illustrative example
A consultation request lets someone name their usual clinician. Its confirmation says the team received the preference and will contact them with available options, rather than implying that a slot has been reserved.
Put it into practice
Ask reception to compare the enquiry wording with the final confirmation. Patients should be able to tell whether they have expressed a wish, selected an available appointment or agreed to see someone else after a conversation.
If the team offers an alternative, name that change clearly in the response. The patient should be able to recognise that the offered appointment differs from their original preference.
What to agree before publishing
State how the team handles a named-practitioner request and what message establishes the actual booking. If the preferred person is unavailable, explain the route for discussing alternatives rather than silently substituting somebody else. Ask reception to compare a fictional preference enquiry with the final confirmation. The wording should distinguish expressing a wish, selecting an available slot and agreeing another arrangement. This matters particularly where a profile's photograph has led the visitor to expect one specific person throughout the process.
How to check the result
A reader can distinguish expressing a preference from receiving a confirmed appointment with a named person.
A mistake to avoid
Avoid promising continuity automatically when the practice's process still requires a conversation about availability.
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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