What to change
Use receipt language that describes the actual event. Explain any separate review or acceptance step without promising that every submitted file is suitable or complete.
A worked example
Illustrative example
A referral enquiry acknowledges receiving the uploaded file and says the team will contact the sender if further information is required. It does not describe the referral as accepted at that stage.
Put it into practice
Review the screen shown immediately after an upload and the email that follows it. Both should describe the same stage. Ask the team what happens if the file cannot be opened; the patient needs a clear request for a replacement, rather than an unexplained delay.
If the acknowledgement names an uploaded document, check that the name is recognisable to the sender. An unexplained computer-generated filename may add uncertainty instead of confirming the right item.
What to agree before publishing
Ask the receiving team to name the stages a document passes through in everyday terms. Receiving a file, opening it and deciding what happens next are different events. The confirmation only needs to describe the stage actually reached. For a fictional unreadable attachment, show how the person would be asked to provide another copy. This makes the guidance useful when something needs attention, without implying that every file has already been reviewed simply because its name appears on screen.
How to check the result
A visitor can distinguish delivery of a document from its review, acceptance or a decision about the appointment.
A mistake to avoid
Do not write your referral is approved when the only confirmed event is that a file reached the system.
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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