What to change
Use the location page to make the changed destination recognisable and explain the current arrival route. Keep the emphasis on where appointments take place now.
A worked example
Illustrative example
A familiar branch name now appears inside a different building. The location page says appointments take place at the current named address and describes its entrance, while reception can clarify older booking details.
Put it into practice
Ask the team to check the actual journey from a recent confirmation, including any map button. A short note connecting old and new locations can help returning visitors recognise the change without making them read a long announcement before finding directions.
Keep the former address clearly labelled if it is mentioned for recognition. A page containing two addresses without a visible distinction may reproduce the exact confusion it is meant to resolve.
What to agree before publishing
Make the effective date and new location easy to distinguish from any reference to the old site. Returning patients may read only the familiar practice name and assume the address is unchanged. Review current confirmations, map buttons and calendar entries, then test a saved link from before the move. Ask the local team what happens if somebody contacts the former branch. Clear directions should give them a usable onward route rather than leave two addresses on the page with equal visual emphasis.
How to check the result
A returning patient can recognise the change and confirm the destination before travelling.
A mistake to avoid
Do not assume preserving the branch name is enough to communicate a move to people who already know the practice.
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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