Explain a change to public telephone support

What to change

Label the new telephone arrangement precisely and explain the contact options the practice actually offers. Keep booked-visit access separate from administrative support availability.

A worked example

Illustrative example

A practice offers some evening visits while reception handles general booking calls during a separate period. The page labels both clearly and directs patients to their confirmation for session-specific arrival help.

How to check the result

Readers can plan a call without concluding that their evening appointment is invalid.

A mistake to avoid

Do not imply round-the-clock support merely because an enquiry form can technically accept a message at any time.

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 recordConfirm which team and enquiry types the telephone hours describe.Update contact pages and message descriptions that promise a different answering period.Explain the route for appointment-related questions outside those hours if the practice has an approved option.

Evidence, open questions and decisionsNext action and responsible role

Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.