What to change
Identify the few repeated facts that materially affect patient decisions and give each a clear internal source. Editors should know where to verify them before rewriting a page.
A worked example
Illustrative example
A practice records that the booking team owns appointment naming while the local manager confirms arrival details. An editor updating a profile can verify both without guessing from an old brochure.
Put it into practice
It should say who confirms each fact, not become another forgotten document. Ask your supplier how repeated details can be updated together and which still need a person to check them.
Use familiar labels for the facts rather than internal codes. The list is more likely to stay useful when reception, service leads and the website editor can understand it equally well.
What to agree before publishing
Keep the shared facts list small enough to maintain. Include the public wording, who confirms it and the main places it appears. Branch contacts, service names and appointment inclusions are good candidates because a single change can affect several pages. Do not make staff track every sentence of promotional copy there. The useful question is which facts must remain aligned for a patient to arrange and attend a visit, and how the editor will know when one changes.
How to check the result
Repeated practical information has an identifiable basis and a manageable set of places to check.
A mistake to avoid
Do not turn every sentence into a governance record; focus on shared facts whose inconsistency could change a patient's next action.
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
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore websites & patient experience services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.