What to change
Make the move between teams explicit: either the practice arranges it through an agreed process or the visitor contacts the other organisation. Verify that distinction with the service owner.
A worked example
Illustrative example
A practice provides a link to an independent diagnostic centre and says patients should contact that centre about its booking requirements. It does not suggest that completing the practice enquiry form reserves anything there.
Put it into practice
Ask both teams to confirm the wording where appropriate. Avoid making a referral sound like a guaranteed appointment elsewhere; the receiving organisation may have its own process, and the public page should describe only what has actually been arranged.
Name the receiving organisation using the wording patients will see in its messages. Familiarity with the practice's partner abbreviation should not be needed to recognise an expected reply.
What to agree before publishing
Describe the agreed transfer without making promises on behalf of the receiving organisation. Identify who sends the referral, who the patient should expect to hear from and whether they need to make contact themselves. Use the receiving provider's recognisable name rather than an internal abbreviation. Ask both teams to confirm the explanation where appropriate. The page should make responsibility for the next step clear while preserving the distinction between a referral being sent and an appointment being accepted or arranged elsewhere.
How to check the result
Readers understand who they are contacting and whether any information has actually been passed onward.
A mistake to avoid
Do not use we will refer you as casual link text when no referral has been created or sent.
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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