What to change
State who handles the enquiry and what they can answer through that route. Have the service owner approve how questions requiring another channel are described.
A worked example
Illustrative example
A contact page says the booking team answers questions about arranging appointments. It explains that the team can tell visitors how to access the appropriate service for other questions, rather than offering a diagnosis by email.
Put it into practice
A warmer, clearer invitation names the questions the team can help with: appointment choices, prices and practical arrangements. Ask your supplier to show this explanation before the message box, where it can shape what someone writes.
Check the name above the message box as well as the body text. A heading inviting clinical questions can undermine a careful explanation that the form reaches reception.
What to agree before publishing
Review the phrases inviting a message as well as the reply itself. “Ask about fees and appointment arrangements” gives reception a clear role; a broad invitation to ask the clinical team can suggest a different service. Have the responsible practitioner decide how questions outside reception's remit are directed. A useful distinction names what the form can help with and explains the route for other questions, rather than leaving staff to correct the visitor's expectation afterwards.
How to check the result
Readers understand the type of reply the route is designed to provide.
A mistake to avoid
Do not use ask our experts when the receiving team can only discuss appointment arrangements.
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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