What to change
Use the page to explain the current position and the contact route for former patients. Keep any alternative service description factual rather than assuming it replaces the discontinued one.
A worked example
Illustrative example
A practice no longer offers a particular service but retains clear contact information for practical questions about earlier visits. It links to any appropriate information without claiming equivalent care is automatically available elsewhere.
Put it into practice
Ask your supplier to check the page's buttons as carefully as its headline. Removing the word “book” from the text will not help if an old booking button still invites a request.
Check downloadable packs and practitioner profiles for invitations to the discontinued service. A clear closure page cannot prevent confusion if related material continues presenting it as currently available.
What to agree before publishing
Former patients can still need contact details after a service ends. Retaining a clear explanation at the old address may therefore be more helpful than removing the page without a destination. Agree what administrative help remains available and who provides it. If another service is mentioned, describe it on its own terms rather than implying it is an automatic replacement. Ask the supplier to follow an older leaflet link so the closure explanation works for people outside the current menu.
How to check the result
A former or prospective patient can understand the service status and the relevant practical contact.
A mistake to avoid
Do not leave a dead booking button as the only indication that the service is no longer offered.
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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