What to change
Describe the current offer accurately and provide a route for questions about existing bookings. Let the responsible team explain how previously agreed terms apply rather than deciding that in editorial copy.
A worked example
Illustrative example
A service now offers a report through a separate request route. The page describes the current offer and directs patients with earlier written quotations to the billing team for clarification.
Put it into practice
Describe the current inclusions clearly and identify who can answer questions about bookings made under earlier arrangements. Ask the team to check appointment emails and printed descriptions too. A patient should not have to compare several versions of the service to find out what they have agreed to receive.
Use clear labels for the current offer and questions about earlier bookings. Avoid silently overwriting a description in a way that suggests every past booking had the new inclusions.
What to agree before publishing
Separate the current offer from questions about an appointment already arranged. The practice should decide how earlier bookings are handled; the website can explain the confirmed position and contact route. Review fee descriptions, package lists and confirmation templates together. A small change to an included item can affect how people compare the service, so it needs more than a revised price. A clear list of current inclusions helps visitors recognise what they are choosing now without making assumptions about previous arrangements.
How to check the result
New visitors see accurate current information while existing patients have a way to check their agreed booking.
A mistake to avoid
Do not retrospectively rewrite every patient's expectation simply because the public service description has changed.
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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