What to change
Describe the practical differences approved by the service owner. Explain what the format changes, while leaving individual suitability questions to the appropriate team.
A worked example
Illustrative example
A consultation page says the remote appointment uses a video link sent after booking. It separately explains that any in-person follow-up is arranged after discussion and has its own booking information.
Put it into practice
Ask the team how someone checks which format can be offered to them. The page should make choosing easier without presenting convenience as evidence that both formats are interchangeable for every person.
Show where practical preparation differs, such as receiving a joining link or travelling to a branch. This helps people understand the format without relying on a small icon beside the name.
What to agree before publishing
Have the service owner confirm the differences patients need before choosing a format. These may include location, joining instructions and any part that requires another visit, but should not become general claims about suitability. Present the options with comparable detail so one is not clearer simply because it has a fuller description. Ask how uncertainty is discussed before payment or confirmation. The page should explain the practical offer and support a useful enquiry, while leaving individual recommendations with the appropriate professional.
How to check the result
Readers can explain what each format includes and how to resolve uncertainty before paying.
A mistake to avoid
Do not translate convenient wording into a claim that remote care is suitable for every person or every situation.
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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