What to change
State the verified practical position and distinguish the host's role from the provider's new arrangements. Publish external details only after confirming they are intended for patient use.
A worked example
Illustrative example
A host practice says the independent provider no longer runs appointments at its premises and points patients to the provider's current public contact information. It does not transfer patients or records merely by changing a webpage.
Put it into practice
Make the effective date clear enough for someone with an existing booking to know which instructions apply. Ask the visiting provider and host venue to agree the public explanation. Neither should leave the other to correct old directions after a patient has already travelled.
Check whether contact details belong to the provider or the previous host. A move should not leave patients ringing the former venue to discuss appointments it can no longer help with.
What to agree before publishing
Treat the move as an arrival change as well as a marketing update. Confirm which dates use the new venue, which organisation answers booking questions and whether contact details have changed. An appointment message should make the correct destination clear without requiring patients to compare two addresses. Ask both venue teams what they will say to someone who calls the former site. The website should give the same practical account and connect visitors to the people who can act.
How to check the result
Visitors know which organisation can confirm future arrangements and avoid travelling to the old venue.
A mistake to avoid
Do not infer a new address or promise continuity arrangements that the provider has not confirmed.
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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