What to change
Name the exception and explain the correct request route. Make the reason useful where possible, such as needing the team to coordinate a longer appointment, without exposing internal complexity.
A worked example
Illustrative example
An extended appointment is available through reception because the team needs to confirm the arrangement first. The page explains this and asks people to contact reception instead of selecting a standard slot.
How to check the result
Someone who cannot find their appointment type can resolve the issue without submitting an unrelated booking.
A mistake to avoid
Do not interpret absence from the online calendar as proof that the service has stopped.
Your action checklist
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.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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