What to change
Name a route for existing appointment questions and describe what helps the team locate the booking. Keep the message focused on the practical question rather than inviting a full history.
A worked example
Illustrative example
An appointment help page asks patients to have the service and booked location ready when contacting reception. It points visitors with another provider's confirmation to that provider's contact details.
How to check the result
Someone with a confirmed visit can get help without appearing to request another appointment.
A mistake to avoid
Do not require a patient to complete every field of a new-patient enquiry just to clarify their arrival instructions.
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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