What to change
Describe the actual preparation step and the help available if the patient cannot complete it remotely. Ask the team to confirm which instructions apply to this appointment type.
A worked example
Illustrative example
A consultation page explains that a practical registration form is sent with the booking details. Patients who cannot complete it through that route are directed to reception to discuss the available alternative.
Put it into practice
If they need help, make the contact option easy to find. Ask the team what happens when a patient cannot finish it beforehand. Publishing that practical route can prevent people from assuming they must abandon the appointment altogether.
Where a form is optional at this stage, say so explicitly. A list of attachments can otherwise look like a compulsory checklist even when only one item needs action before attendance.
What to agree before publishing
Specify the action, timing and destination for each piece of paperwork. A completed form brought to the visit is different from one that must reach the team beforehand. Ask reception what help is available if someone cannot complete it through the normal route and explain that option accurately. The confirmation should point to the current form rather than attach an uncontrolled older copy. Patients can then prepare around a clear task instead of guessing whether every attachment needs printing, returning or simply reading.
How to check the result
Someone knows what preparation is expected and how to ask for help without guessing that the appointment is cancelled.
A mistake to avoid
Do not imply a form is optional if the service process depends on it, or promise that reception can always complete it instantly.
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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