Clarify services that accept only existing patients

What to change

Explain the entry requirement in terms patients recognise, and offer an appropriate first-contact route. Avoid requiring visitors to understand internal appointment codes.

A worked example

Illustrative example

A practice labels a review appointment for people already following a plan with its team. Someone new is directed to information about an initial consultation rather than left to guess which slot is acceptable.

How to check the result

A new visitor and an existing patient can both identify their next step from the page.

A mistake to avoid

Do not say members only if eligibility actually depends on previous assessment, because membership and clinical history are different requirements.

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.

Decisions to recordAsk the service owner what prior appointment or active relationship qualifies someone for this route.Add a short explanation of what newcomers should book or ask about instead.Check the same distinction in profile links and the booking provider's appointment descriptions.

Evidence, open questions and decisionsNext action and responsible role

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