What to change
Describe the attendance format before the booking step. Explain the practical arrangement and route for questions, while keeping clinical suitability decisions with the responsible professional.
A worked example
Illustrative example
A movement class page describes a small group session led by a practitioner. A separate appointment page explains the one-to-one option and its fee, without portraying either format as universally better.
Put it into practice
Ask the service owner what can accurately be said about attendance numbers and individual time. The page can explain the benefits of the offer without allowing a general phrase such as “personal support” to imply a one-to-one appointment.
Check that the fee label identifies what it reserves, such as one person's place in the session. A group photograph alone does not clarify attendance or payment arrangements.
What to agree before publishing
Describe who normally attends and what the advertised time and fee refer to, using details the service owner can confirm. A group session should not be presented in terms that imply guaranteed private attention. If an individual alternative exists, explain it separately rather than portraying one format as universally better. Ask a reader what they think their payment reserves and who else may be present. Their answer helps reveal whether warm phrases such as personal support are obscuring the actual attendance format.
How to check the result
A prospective attendee understands who else may be present and what their payment reserves.
A mistake to avoid
Do not use personalised care as a substitute for explaining a group format; readers may interpret it as a private appointment.
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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