The decision
Define a shared ownership and escalation process that matches how the business works. Check delivery and handling separately: a sent message still needs an accountable recipient.
Rehearse this before accepting the change
Remove the usual recipient in a test setup; verify the fallback process works.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Measure requests waiting without a named owner.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.
Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
Turn the brief into a working service
Kay & Co. can help you scope the work, design the experience and deliver the right solution for your organisation.
Explore websites & patient experience services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.