What to change
Explain the correct cancellation route for the provider used by the practice. Verify the actual process and make the expected confirmation clear.
A worked example
Illustrative example
A practice directs online bookers to the cancellation option in their provider confirmation where that is the approved route. It also explains how to contact reception if they cannot access the account.
Put it into practice
Ask reception what to do if the online route is unavailable. Explain that fallback in ordinary language without implying that sending any message to the practice automatically completes the cancellation.
Keep the cancellation help link connected to the provider actually used for that appointment. A new booking platform may require different instructions for appointments arranged through an earlier service.
What to agree before publishing
Follow the cancellation link from an actual example of the provider's confirmation using a fictional booking. Check whether the practice's website sends people to the same route and what evidence of cancellation appears. Agree the help contact for people who cannot use that route. If the practice can only direct a question rather than cancel the provider's booking itself, say so. This keeps the responsibility clear without making patients understand the technical relationship between the practice and booking company.
How to check the result
A patient knows which action records the cancellation and how to resolve access problems.
A mistake to avoid
Do not assume that replying to a provider's automated email reaches either the provider or the practice team.
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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