What to change
Translate the internal shorthand into the public task it represents. Confirm the underlying meaning before choosing a clearer phrase so useful distinctions are not lost.
A worked example
Illustrative example
A satellite session becomes appointments at the named branch, with its actual booking arrangement explained. The page does not require patients to understand how the practice organises staffing internally.
Put it into practice
Where a code is only useful to staff, keep it out of the public description. If patients will see it on a confirmation, provide a plain explanation so the website and booking message still feel connected.
Where a shortened term must remain, introduce the full meaning on first use. Check that the explanation describes the patient's task rather than merely spelling out another unfamiliar department name.
What to agree before publishing
Ask reception to list the internal terms that patients frequently ask them to explain. Rewrite those terms around the public task, while preserving a connection where the patient will encounter the original label in a booking message. A staff abbreviation for an appointment type might become a plain name with a short explanation. Test that wording with someone outside the service. They should be able to identify the next step without needing a lesson in how the practice organises its departments.
How to check the result
A reader can understand the service arrangement without interpreting staff-only terminology.
A mistake to avoid
Do not remove an unfamiliar term by replacing it with a broader promise that fails to preserve the original scope.
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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