What to change
Make the selected branch explicit in practical content before and after booking. Use recognisable building and street details rather than relying on an internal location code.
A worked example
Illustrative example
A review at the Harbour branch includes Harbour's full arrival instructions, even though the patient normally attends Riverside. The appointment-help page tells patients to check the location in their current confirmation.
Put it into practice
Ask reception to review reminders as well as confirmations. A small location line at the bottom of a familiar template is easy to miss, especially when the rest of the message looks identical to earlier appointments.
Ask the team to check calendar entries and map links alongside the written address. A prominent new branch name is less helpful if the accompanying map still opens the usual location.
What to agree before publishing
Highlight the unusual location close to the appointment date and time. People familiar with the practice may overlook a small address block at the bottom of a routine reminder. Ask reception to compare the message with the previous branch's template and identify what clearly signals the change. Check map links and any calendar entry too. The patient should receive one coherent account of the visit, with enough local arrival detail to plan a journey to a place they may not know.
How to check the result
A returning patient can recognise that this visit uses a different destination and find its practical information.
A mistake to avoid
Do not send a practice-wide directions document that silently defaults to the branch the patient usually attends.
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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