What to change
Define whether the measure represents accepted submissions or confirmation views. If it represents submissions, ask the developer to connect the event to that occurrence and explain how revisits are treated. Use fictional test activity and record both the receiving system's acceptance and the analytics output. The acceptance case must include reload, back navigation and a genuinely separate submission so a fix does not accidentally suppress legitimate later activity.
A worked example
Illustrative example
Illustrative test: One accepted request with two reloads yields one completion; a separate accepted request adds another. One fictional enquiry is accepted and its confirmation is refreshed twice during the demonstration. Reception's test system still shows one request, and the completion measure should reflect that agreed occurrence. A second separate request then establishes that legitimate new activity is not suppressed. The practice records the expected pattern before the supplier changes tracking, making the final comparison meaningful rather than accepting whichever smaller number appears afterwards.
What this means for your practice
A visitor may refresh a confirmation or return to it later. If your dashboard counts each view as another enquiry, the total can rise without another request reaching the practice. Agree what the measure means: accepted submissions and confirmation views are different things. Ask the supplier to trace one fictional accepted request through the receiving system and analytics, then reload its confirmation twice. Finally, send a genuinely separate test request. The correction should prevent repeated views inflating completion counts without hiding legitimate later submissions. Keep the test activity distinguishable in reporting. Extra analytics events alone do not establish duplicate patients or duplicate operational records.
How to check the result
Observed events match the defined submission occurrences across all tested cases.
A mistake to avoid
Repeated analytics events alone do not establish duplicate patients.
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.
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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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