What to change
Search for the specific claim and inspect each occurrence in context. Replace it with accurate information rather than assuming that updating the main page controls all summaries.
A worked example
Illustrative example
A practice no longer includes a printed report in one appointment. The main page and every summary that mentioned the report are corrected, while the route for requesting additional documents is explained separately.
Put it into practice
A sentence that was true when one practitioner ran the clinic may no longer describe a larger team. Ask who can confirm each promise now. Removing an unsupported line is more useful than softening it with adjectives while leaving the same expectation in place.
Search shorter introductions and promotional panels for the same promise. A statement removed from the main page can remain influential if it still appears beside the booking button elsewhere.
What to agree before publishing
Copied promises deserve a factual review before a stylistic edit. Ask whether the team can still support a statement about speed, access or included support. If not, remove or replace the underlying claim rather than simply adding softer adjectives. Check abbreviated versions used in cards and welcome emails too. These short summaries can influence expectations even when the main service page is careful, particularly when they sit immediately beside a button inviting people to book or enquire.
How to check the result
A visitor entering through a short summary receives the same current expectation as someone reading the full service page.
A mistake to avoid
Do not replace an obsolete promise with a vague equivalent that still implies the same unavailable feature.
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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