What to change
Provide a route to discuss contact-detail corrections through the practice's normal checks. Avoid promising that a new unverified email automatically replaces the address associated with an enquiry.
A worked example
Illustrative example
A visitor quotes the enquiry reference when contacting reception about a mistyped email address. The team follows its approved process to confirm the request before directing any personal response to another address.
Put it into practice
Keep the public instruction simple; reception can carry out the checks needed for the individual request. Ask your supplier to make sure this help is findable after submission, when visitors can no longer edit the form they sent.
Review the help link on the final screen. That is the moment a person may notice their error, so it should not disappear behind a message they cannot receive.
What to agree before publishing
Separate finding the enquiry from changing its reply address. A reference may help staff locate the message, but the practice still needs its normal checks before directing a personal reply elsewhere. Describe the contact route rather than publishing an oversimplified promise of an automatic change. Ask what confirmation the visitor receives once the correction is agreed. Their practical concern is knowing which address will now be used and whether they need to take another step.
How to check the result
The visitor can repair the communication route without assuming a second enquiry cancels the first.
A mistake to avoid
Do not send sensitive replies to a newly supplied address solely because someone says the original address was wrong.
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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