What to change
Make location wording reflect the actual service options. Explain when a preference can guide the team and when the appointment has a fixed delivery location.
A worked example
Illustrative example
An enquiry about a fitting appointment identifies Riverside as the delivery site. General consultation enquiries still let patients express a branch preference because those appointments genuinely have several locations.
Put it into practice
Ask the booking team to verify the combinations shown. A simple preference question becomes frustrating if it repeatedly lets patients choose an arrangement the practice already knows it cannot provide.
If the preference is not a confirmed location, say so in the acknowledgement. Patients should not plan travel from a form selection that the team still needs to discuss.
What to agree before publishing
Review the combinations of service and branch with the diary team. If a choice represents a preference to discuss rather than confirmed availability, say so before submission and in the acknowledgement. Where some combinations cannot be offered, help the visitor find a relevant route without suggesting the unavailable option is bookable. The useful outcome is a request reception can understand and discuss, not a superficially flexible form that lets people choose arrangements the practice already knows it cannot provide.
How to check the result
The request records an achievable location or clearly flags a question about alternatives.
A mistake to avoid
Do not collect a preferred branch as if it is guaranteed when the service described cannot be delivered 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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