What to change
Describe the move between teams and expected responder only when the underlying process is approved. Make the provider's identity clear without assuming that any transfer is automatic or universally authorised.
A worked example
Illustrative example
A host centre explains that appointment enquiries for a named independent provider are handled by that provider under the stated process. The acknowledgement identifies the expected responder instead of implying host reception will arrange everything.
Put it into practice
For example, explain that bookings for a visiting practitioner are answered by their own team. Check that the sender name, acknowledgement and provider page tell the same story, so the visitor can recognise the connection without guessing.
Check whether the other organisation uses a different trading or sender name. Introduce the name the patient will actually see, rather than only the name familiar to your staff.
What to agree before publishing
The receiving organisation's identity belongs in the conversation before its unfamiliar email arrives. Confirm the name patients will see and who can answer progress questions after the request moves across. If the process requires a further action, say whether the practice or visitor takes it. A handover explanation is incomplete when it only says “we will pass this on”; people also need to recognise the next contact and understand where responsibility for arranging the appointment now sits.
How to check the result
A visitor can recognise the organisation responsible for the next reply about practical arrangements.
A mistake to avoid
Do not claim a request has been forwarded before that action has actually occurred or imply broader information sharing than the process permits.
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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