What to change
Ask the service owner to identify the correct scope of each statement before editing. The aim is to resolve the meaning, not simply make every number identical.
A worked example
Illustrative example
A profile describes total visit time while the service page gives consultation time. The corrected copy labels both clearly, or removes the unnecessary estimate where the practice cannot support it.
Put it into practice
Ask the booking team which figure is used in the diary and what patients should allow for the visit. Update the pages together. Choosing the shorter or longer figure simply because it looks better will preserve the underlying confusion.
Check whether reminders shorten the description automatically. The full service page and the shorter message still need to preserve the distinction between appointment time and total time at the practice.
What to agree before publishing
Agree a small set of terms for time: the booked start, time with the practitioner and any additional arrival or paperwork period the practice asks people to allow. Not every page needs all three, but each figure should identify what it means. Compare the diary, service description and reminder. If two durations describe genuinely different appointment types, name those types rather than selecting one figure to use everywhere. Consistency comes from explaining the difference accurately, not erasing it.
How to check the result
A reader can understand any remaining difference without assuming one page is wrong.
A mistake to avoid
Do not overwrite a legitimate distinction merely because matching numbers look tidier in a content audit.
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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