What to change
Describe the actual check-in sequence agreed with the host and provider. State what information reception needs without inviting patients to describe sensitive appointment details publicly.
A worked example
Illustrative example
A visiting therapist's page says patients should give the provider's name at the building desk, then follow directions to the relevant waiting area. It does not ask them to announce their reason for attending.
Put it into practice
Ask the host and practice teams to agree those instructions. The page should not promise that building reception can answer appointment questions if its role is simply to direct people to the correct room or notify the practitioner.
Tell patients what practice or practitioner name to give at the desk. That is often more useful than a floor plan when the host receptionist directs several organisations' visitors.
What to agree before publishing
Agree the arrival instruction with both teams. The host receptionist may direct visitors, notify the practitioner or ask them to wait, but may not manage bookings or personal appointment questions. Tell patients what name to give and what happens next. Ask the host to review the final wording against its actual role. This avoids asking a shared reception to provide help it cannot offer and keeps the patient's first contact at the building straightforward rather than dependent on understanding the tenancy arrangement.
How to check the result
A visitor can complete the arrival sequence without guessing which receptionist has responsibility for the booking.
A mistake to avoid
Do not assume every service in the building follows the host practice's check-in process.
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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