Explain a service name change to returning patients

What to change

Explain the relationship between the old and current names only where it helps recognition. Confirm whether the scope is unchanged or whether the booking requirements also changed.

A worked example

Illustrative example

An appointment formerly called an annual review now uses a clearer public name. The page explains the connection and tells returning patients how to confirm the correct booking route if their earlier instructions differ.

How to check the result

A returning patient can recognise the appointment without assuming that a name change defines a new clinical recommendation.

A mistake to avoid

Do not claim that a renamed service is identical if its scope, provider or booking conditions have also changed.

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 which practical elements remain the same and which differ.Use a concise formerly known as explanation on the relevant patient route where appropriate.Check that existing-patient instructions identify the current booking option accurately.

Evidence, open questions and decisionsNext action and responsible role

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