What to change
Explain the relationship between the old and current names only where it helps recognition. Confirm whether the scope is unchanged or whether the booking requirements also changed.
A worked example
Illustrative example
An appointment formerly called an annual review now uses a clearer public name. The page explains the connection and tells returning patients how to confirm the correct booking route if their earlier instructions differ.
Put it into practice
Explain whether only the name has changed or whether the appointment itself differs. Ask reception which wording callers still use; that is a better guide to transition copy than assuming everyone has seen the launch announcement.
Include the old name where people are likely to look for it, such as site search or a transition note. Repetition everywhere is less useful than placement at the point of confusion.
What to agree before publishing
Choose a transition phrase that connects the old and new names without implying more change than has occurred. Ask the service owner whether the scope, team or booking process also differs. Reception can identify which former name still appears in calls and old letters. Use that evidence to decide where the explanation belongs. When reviewing the page, include someone searching the old name directly; they need recognition and a useful next step, not simply a redesigned heading.
How to check the result
A returning patient can recognise the appointment without assuming that a name change defines a new clinical recommendation.
A mistake to avoid
Do not claim that a renamed service is identical if its scope, provider or booking conditions have also changed.
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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