What to change
Make the selected branch explicit in practical content before and after booking. Use recognisable building and street details rather than relying on an internal location code.
A worked example
Illustrative example
A review at the Harbour branch includes Harbour's full arrival instructions, even though the patient normally attends Riverside. The appointment-help page tells patients to check the location in their current confirmation.
How to check the result
A returning patient can recognise that this visit uses a different destination and find its practical information.
A mistake to avoid
Do not send a practice-wide directions document that silently defaults to the branch the patient usually attends.
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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