What to change
Use the profile to explain the person's actual role and the relevant contact route. Reserve appointment invitations for people and services that genuinely accept those bookings.
A worked example
Illustrative example
A practice manager profile explains responsibility for practice administration and points general questions to reception. It does not present the manager as an appointment provider simply because other profiles use that layout.
Put it into practice
Explain their relationship to the practice and the contact route that actually applies. Ask your supplier to avoid adding the same generic booking invitation to every profile. Readers should understand the person they are learning about without being led into an unsuitable appointment menu.
Use a clear contact or related-service link when it helps the reader. Leaving no button may be appropriate, but the page should still explain the person's relationship to the practice.
What to agree before publishing
Explain why the person is included in the team information and what role they have in the practice. Where direct appointments are not offered, avoid adding a generic booking button simply to match other profiles. A relevant service or contact link may still help. Ask the responsible team to check that the description does not imply availability through a diary the person does not use. An informative profile can remain valuable without manufacturing a booking route that reception later has to correct.
How to check the result
The page gives useful context without creating a booking expectation the practice cannot fulfil.
A mistake to avoid
Do not describe every team member as a clinician or specialist when their verified role is practical or supportive.
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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