What to change
Explain the present booking position and the actual route available to visitors. Keep existing-patient instructions separate from the status of new enquiries.
A worked example
Illustrative example
A practice temporarily stops accepting new assessment enquiries but continues arranged reviews. The service page explains the two situations and directs existing patients to the appointment team.
Put it into practice
If you accept expressions of interest, explain what that offers in practice. Do not let a hopeful visitor mistake leaving their details for a place in a queue that the practice does not actually maintain.
If people can still view the usual service information, make the current availability notice visible near its booking invitation. A homepage announcement alone may never reach direct visitors.
What to agree before publishing
Decide what the pause means for each audience before writing the notice. A newcomer may need to know that enquiries are not currently being progressed, while an existing patient needs a working appointment contact. Keep those routes distinct. If an interest list is offered, explain what information the person will receive and avoid implying a reserved place. Give the notice an owner who will check it when availability changes, including the related profile and booking invitations.
How to check the result
Readers can understand whether the pause affects their task and find an appropriate next step.
A mistake to avoid
Do not present an interest form as a waiting list with guaranteed future access unless the practice genuinely operates that arrangement.
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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