The decision
Review support through service outcomes and agreed definitions. Combine response performance with backlog age, recurrence and the effect of completed improvements.
Rehearse this before accepting the change
Use a sample month with many closed duplicates and one long-running important fault. Check that the report makes the unresolved impact visible.
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
Track recurring incidents, ageing priority work and completion of agreed improvements.
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 support & operations services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.