What to change
Prioritise with the affected task, audience and available evidence in view. Ask the supplier to describe what users wait for and how many important routes share the problem. A severe defect on a key entry path may deserve attention before an isolated low score elsewhere. Keep low-volume findings in the backlog with their rationale rather than hiding them, and confirm any broad fix against representative pages it could affect.
A worked example
Illustrative example
Illustrative test: Two findings are compared using task impact as well as measured severity. A little-used archive may have the lowest score, while a service page has a smaller delay that interrupts a frequent enquiry task. The supplier explains both the severity and practical reach of each issue. Your operational owner agrees a repair order and keeps the archive finding visible with its reason for deferral. A serious problem affecting a smaller audience can still be prioritised where its consequence warrants attention.
What this means for your practice
The lowest performance score is not automatically the first repair to commission. Ask what visitors are trying to do, what they wait for and how widely the issue appears. A delay on a heavily used enquiry route may deserve earlier attention than an isolated archive issue, while a serious barrier affecting a smaller audience still deserves a clear decision. Keep lower-priority findings in the work list with their rationale. Your supplier should compare severity, affected routes and available audience evidence, then discuss the order with the practice's operational owner. This makes the repair plan explainable without treating either traffic volume or a single score as the only measure of importance.
How to check the result
The repair order has a documented practical reason.
A mistake to avoid
Traffic volume alone should not dismiss a serious issue affecting a smaller audience.
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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