What to change
Give each interaction a name that reflects its actual purpose and the person providing it. Keep the distinction beside the invitation, where expectations begin.
A worked example
Illustrative example
A clinic labels its free route a booking information call. Its description covers appointment options and fees. The paid consultation has a separate description explaining who conducts it and what the booking includes.
Put it into practice
Ask reception to read the invitations aloud: do they sound like different offers? A friendly label such as “discovery call” may need a plain explanation so people do not assume it includes the same advice as a consultation.
Keep the distinction in calendar and confirmation labels too. Someone reviewing their diary later should still recognise whether they arranged a practical information call or a professional appointment.
What to agree before publishing
Compare the introductory call and consultation using the same practical headings: who conducts it, its purpose, duration where confirmed and fee. Ask reception and the practitioner to agree the boundary between the two. A free call about arranging an appointment should not borrow wording that suggests individual clinical advice. Carry the distinction into confirmations and calendar labels. People may rely on those shorter messages later, so the careful explanation on the service page needs to survive beyond the original booking decision.
How to check the result
Someone comparing the routes can select the appropriate one without assuming the free call replaces a professional appointment.
A mistake to avoid
Avoid using reassuring phrases such as get expert advice when the call is delivered by an administrator answering practical questions.
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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