What to change
Make the practice's approved complaints information easy to identify in contact content. Explain where a concern goes without inventing deadlines, outcomes or legal obligations.
A worked example
Illustrative example
A contact page links to how to raise a concern, using calm language and the correct recipient. It separately explains that changing an appointment can still be handled by reception.
Put it into practice
Ask the practice to supply its approved process and wording. The website should help people raise a concern in their own words, rather than making them choose an unrelated appointment enquiry category to get attention.
Check that the route is reachable from the main contact information. People should not have to frame a concern as a new business enquiry simply because that is the only visible form.
What to agree before publishing
Use the practice's approved complaints process and make the first step easy to find from ordinary contact information. Explain which route handles concerns and which handles routine appointment questions, without using the distinction to make a complaint harder to raise. Ask the responsible colleague to review the public wording and acknowledgement. People should know that their concern is going to the intended team and what practical action follows, rather than having to choose an inaccurate service-enquiry category simply because it is the only visible contact option.
How to check the result
A reader can find the relevant process without assuming a general enquiry is the only way to be heard.
A mistake to avoid
Do not promise a particular resolution or silently redefine an approved complaints process while simplifying its wording.
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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