What to change
Publish the service owner's rule for returning patients in plain language, including a contact route where the earlier history needs checking. Avoid inventing universal clinical intervals.
A worked example
Illustrative example
A patient last visited a different practitioner at the practice and is unsure which appointment applies. The page directs them to reception for help selecting the correct route before reserving a short review.
How to check the result
A returning patient can recognise when they should ask for help instead of relying on their record's existence.
A mistake to avoid
Do not publish a convenient time threshold unless the responsible service owner has approved it for that specific appointment.
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.
Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.
Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
Turn the brief into a working service
Kay & Co. can help you scope the work, design the experience and deliver the right solution for your organisation.
Explore websites & patient experience services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.