What to change
Turn the finding into an actionable issue rather than a general reminder. Keep the exact public record, current destination, desired destination and available contact route together. Assign one person to pursue the correction and a second check to verify the visitor outcome. If the account is inaccessible, record the recovery dependency explicitly. This prevents repeated audits from rediscovering an issue while silently treating it as someone else's responsibility.
A worked example
Illustrative example
Illustrative test: A colleague receives the issue record without additional verbal instructions. A report may repeatedly mention an outdated directory link without naming who can edit it. The practice creates one issue containing the public record, current and intended destinations, account contact and verification owner. A colleague unfamiliar with the original audit can now pursue it. If access recovery is required, that dependency is explicit, preventing another review from marking the same unresolved item as a fresh discovery without action.
What this means for your practice
A report saying Update directories is difficult to act on and almost impossible to close confidently. Turn each finding into a specific record: the public listing, wrong destination, approved replacement, account holder or support route, and responsible person. If account recovery is required, make that dependency visible rather than treating it as an unexplained delay. Ask a second colleague to verify the public result after the request. This avoids repeated audits rediscovering the same issue while everyone assumes another team owns it. A useful handover should let someone unfamiliar with the original conversation understand exactly what needs to change and what evidence will establish completion.
How to check the result
They can identify the precise correction, responsible contact and completion evidence.
A mistake to avoid
A task saying update all directories is too vague to close reliably.
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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