What to change
Treat the report as evidence of a specific contradiction to verify. Resolve the practical fact with its responsible owner before deciding which page or message should change.
A worked example
Illustrative example
A confirmation names one reception point while the website names another. The local team verifies the current route, and both the message template and location copy are aligned.
Put it into practice
Correct the source and any copies, rather than only answering the individual complaint. A brief, clear acknowledgement can explain which instruction now applies without making the patient responsible for diagnosing your publishing process.
Keep a record of the corrected source so colleagues can answer the next similar question consistently. The patient-facing reply can remain brief while the internal correction is properly completed.
What to agree before publishing
Ask the patient which page or message created the confusion, then settle the current instruction with the responsible team. The individual reply should identify what applies to their question without making them investigate the website. Separately, correct the source and its active copies. Include reception in that correction so the next caller hears the same explanation. A useful response acknowledges the practical problem and repairs the information trail, rather than treating the report as an isolated misunderstanding.
How to check the result
The contradiction has a documented resolution and the patient-facing route no longer gives incompatible instructions.
A mistake to avoid
Do not assume the newest-looking item is correct or ask the patient to decide which source the practice should trust.
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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