What to change
Explain the normal booking sequence using the main booking steps. Have the service owner confirm which steps are required, optional or dependent on an individual decision.
A worked example
Illustrative example
A fictional fitting service has an initial appointment followed by a collection visit. The page explains that collection is booked after the item arrives, rather than inviting patients to reserve both at arbitrary intervals.
Put it into practice
Ask the team which details can be confirmed at the start and which depend on a later conversation. A simple numbered explanation is often enough; it should describe the real process without implying a fixed completion date when that is not known.
Name each visit consistently in the website and messages. A second-stage appointment with a different unexplained title can make a straightforward sequence feel like an unexpected additional service.
What to agree before publishing
Explain the two visits as an administrative sequence that patients can plan around. Name each one consistently and state whether both are booked together or the second follows a later event or discussion. Ask the team which timing can be confirmed at the start and how separate fees are explained. Avoid inventing a standard interval merely to make the sequence feel simple. The visitor should understand the number of journeys and the next arrangement they need to make without being promised a completion date that is not known.
How to check the result
The page lets a visitor describe the number of journeys and how the next appointment is arranged.
A mistake to avoid
Do not invent a standard interval or guaranteed completion time when the sequence depends on availability or an individual plan.
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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