What to change
Make the required branch choice explicit where a direct destination is unavailable. Check the wording against the public booking journey rather than assuming the provider remembers context.
A worked example
Illustrative example
A practitioner profile describes appointments at Riverside, but its provider link opens all locations. The invitation tells visitors to select Riverside and the confirmation guidance asks them to check the address.
Put it into practice
If the provider cannot preserve the location choice, explain the extra step. Patients should know what to check before confirming, rather than discovering the mismatch only when the final appointment email arrives.
Review links after a booking-provider change or branch rename. The visible button may stay the same while its destination setting changes, so appearances alone are not a useful check.
What to agree before publishing
Start at each branch's published button and inspect the selected location in the booking tool, not merely the link's appearance. If the provider cannot retain the branch choice, explain the extra selection step before the visitor leaves your page. Ask the supplier to recheck those routes after provider or branch changes. The final confirmation should display the actual location clearly. That gives patients a chance to notice a different choice before planning travel around the familiar branch they originally had in mind.
How to check the result
A visitor can carry the intended location through the booking steps and recognise an incorrect branch in the result.
A mistake to avoid
Do not describe a link as book at Riverside if it silently defaults to another branch without explanatory content.
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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