What to change
Determine what each number is for before removing apparent duplicates. Use task labels that explain which team can actually act on the patient's request.
A worked example
Illustrative example
A location page keeps the building reception number for arrival help while a visiting provider's service page retains its own booking number. Both explain the role of the contact rather than presenting competing defaults.
Put it into practice
A useful review follows the service page, contact page and booking message in turn. Ask reception to make the final call check, including whether the greeting makes the destination recognisable.
Label a specialist number by its purpose where more than one contact is useful. Consistency should mean the right number for the task, rather than deleting helpful differences between teams.
What to agree before publishing
Decide which team each published number serves before making replacements. A main reception number, branch number and billing contact may all be valid for different tasks. Label those purposes clearly and make the phone link match the displayed digits. Reception can help check greetings and routing with agreed test calls where appropriate. Keep a note of repeated locations for each number so a future change reaches service summaries and downloads, rather than being fixed only on the central contact page.
How to check the result
A patient can choose a number based on their task and expect the appropriate team.
A mistake to avoid
Do not consolidate every number into one central line if that team cannot manage all the services described.
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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