What to change
Make location availability part of the service description and the booking invitation. The service page should answer where before asking someone to choose a time.
A worked example
Illustrative example
A practice with three branches explains that its fitting appointments take place at the Riverside site. The other branches remain listed as practice locations, with no suggestion that the same appointment can be booked there.
Put it into practice
Ask your supplier to follow links from team profiles as well as the service list. Someone arriving by a less obvious route should still learn where the appointment takes place before selecting a time.
If other branch pages mention the service, link them to the correct location explanation. Mentioning the offer without context can imply local availability even when the main service page is accurate.
What to agree before publishing
Identify the service's actual delivery location early enough to shape the booking decision. Ask the local team to confirm the address and any particular arrival route, then check profiles and branch summaries that link to the service. A mention on another branch page should preserve the distinction rather than imply local availability. Follow the booking button through to its selected location. The patient should receive one consistent account of where the appointment happens, whether they began with the service, a practitioner or their usual branch.
How to check the result
A visitor arriving from a profile or service listing reaches the same location information as someone entering through the homepage.
A mistake to avoid
Do not rely on a location selector to correct an earlier statement that promised availability throughout the practice.
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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