What to change
Give visitors a concise explanation of where supporting information remains available. Confirm which details the external service provides and which the practice should supply before the visitor follows the booking link.
A worked example
Illustrative example
An appointment page puts the relevant branch information and fee description beside the external booking link. Someone can save those details before moving to the provider to select a time.
Put it into practice
Ask your supplier to test the journey on a phone, including opening and closing tabs. The aim is to keep people oriented, especially if they need to check a fee or location before finishing their choice.
Do not assume the browser's back button preserves a half-completed request. Ask the provider or supplier to explain the actual behaviour before recommending a route that may discard the visitor's work.
What to agree before publishing
Ask the supplier to review the return route on a phone, including whether the booking service opens another tab and what happens to unfinished choices. Do not recommend the browser's Back button without checking its actual effect. A patient may need to revisit the service description to confirm a fee or branch before continuing. Make the practice identity and relevant help easy to find where possible. The transition should feel like a connected task, even when an external provider controls part of it.
How to check the result
A visitor does not need to start their research again simply because the reservation happens elsewhere.
A mistake to avoid
Do not assume the external provider contains the practice's full service explanation or that its generic help can answer local questions.
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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