What to change
Explain that the team needs to confirm the complete alternative appointment. Make the relevant details visible without presenting branch changes as a simple address edit.
A worked example
Illustrative example
A patient requests a move from Riverside to Harbour. Reception discusses the available appointment there, then sends a confirmation naming the branch and practitioner rather than merely replacing the address in an old message.
Put it into practice
A visitor should not assume that selecting another address transfers everything automatically. Ask reception to use a fictional existing booking to review the instructions. The final confirmation should make the new location obvious and clarify what has happened to the original appointment.
Make the new branch name prominent in any confirmation, not just the postcode. Returning patients may recognise the familiar practice name and overlook a small address change below it.
What to agree before publishing
Confirm which details the team must reconsider when a patient asks to move branches. The same service, practitioner or time may not be available at the other site. Explain that the request is discussed before a new arrangement is confirmed, where that is the practice's process. Check that the final message highlights the agreed branch and updated arrival route. The patient should not need to compare a new postcode with an old confirmation to notice that their journey has changed.
How to check the result
The patient can see the full arrangement they are accepting at the other location.
A mistake to avoid
Do not promise an identical appointment at another branch just because the practice offers the same broad service there.
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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