What to change
Separate correspondence and delivery information from patient arrival instructions. Confirm which address details are genuinely needed by each audience before publishing extra routes.
A worked example
Illustrative example
A practice has a rear loading entrance for supplies and a front patient entrance. The contact page uses the front route for visits and labels the rear information only for deliveries where public guidance is needed.
Put it into practice
Ask the venue whether deliveries use another door or contact person before adding directions. A general “access” page that mixes parcels, staff entry and patient check-in can make all three tasks harder, even when every individual detail is technically accurate.
Label supplier-only contact details clearly. A visitor trying to attend an appointment should not mistake a delivery number or rear-door instruction for the practice's main reception route.
What to agree before publishing
Give delivery directions a clear audience label and a separate place from the main patient arrival instruction. Confirm the receiving entrance, contact and any restrictions with the venue or practice team responsible. A supplier may need a rear access route that would confuse someone attending an appointment. Review the page by asking both a fictional patient and delivery driver where they would go. Each should identify the appropriate route without reading a mixed paragraph and deciding which sentences might apply to them.
How to check the result
Someone attending an appointment can follow the right route without reading instructions written for couriers.
A mistake to avoid
Do not make a back-office mailing address look like a place where patients can arrive or receive care.
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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