What to change
Define the waiting list in practical terms and explain how the team contacts people about possible appointments. Use only rules the practice has confirmed it can follow.
A worked example
Illustrative example
A practice records that a patient is interested in a cancellation slot at one branch. The acknowledgement explains that this is not a booking and tells them how any suitable offer will be communicated.
How to check the result
The visitor understands what has been requested and what separate message would confirm an appointment.
A mistake to avoid
Avoid implying a guaranteed position, priority or response time unless the actual process can support that promise.
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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