What to change
Publish the practice's verified age boundaries and the contact route for uncertain cases. Keep the wording factual without speculating about why an individual may need another service.
A worked example
Illustrative example
An illustrative therapy page says this appointment route is for adults and provides a separate enquiry route for younger people. It does not imply that a parent should book an adult slot first and explain later.
Put it into practice
Parents should not need to infer eligibility from photographs of children or a broad phrase such as “family service”. Give them a clear route to discuss the right appointment without collecting unnecessary detail at the first enquiry.
Use factual age wording alongside any broader family-friendly description. Images of different age groups should support the actual offer rather than suggest availability beyond the service's confirmed scope.
What to agree before publishing
Confirm the precise age arrangement and how it applies to booking or attendance before publishing it. Use factual wording alongside any broader family-friendly introduction and check that photographs do not imply a wider offer. Give parents or guardians a clear route to ask about an uncertain case. Fees and booking descriptions should use the same grouping. The website should let someone identify the appropriate administrative route without guessing from an image or disclosing detailed information in a general enquiry simply to learn whether the service applies.
How to check the result
Readers can determine which contact route to use without disclosing detailed personal information in a general message.
A mistake to avoid
Avoid broad promises such as all ages when a service owner has approved a narrower scope.
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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