What to change
Provide practical guidance for responding to a practice-initiated change. Use the actual contact process and avoid implying that an offered alternative is already accepted.
A worked example
Illustrative example
A practice message offers another appointment time and asks the patient to contact reception. The website explains that the team will confirm the agreed replacement, including practitioner and location details.
Put it into practice
Avoid treating an offered replacement time as accepted without following your actual process. Ask reception to review the message from the patient's perspective: can they tell what to do if the proposed time is unsuitable?
Keep the proposed date and the action needed close together. A person scanning the message should not mistake a newly offered time for a replacement appointment that needs no response.
What to agree before publishing
The practice's message should identify what has changed, what it proposes and whether the patient must reply. If a replacement time is offered, distinguish that from an accepted booking using the actual process. Ask reception to review the message for someone who cannot attend the new time. That person needs a clear route to discuss another arrangement. A useful notice also keeps the original and proposed details easy to distinguish, especially when the message is skimmed on a phone.
How to check the result
The patient can respond to the change without misunderstanding an offer as a completed agreement.
A mistake to avoid
Do not blame a named staff member or publish personal reasons for the change when practical booking information is sufficient.
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
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore websites & patient experience services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.