Explain cancellation terms beside the action

What to change

Give a concise signpost to the approved terms for that appointment, including where to ask about their application. Do not rewrite financial or contractual consequences without the policy owner's review.

A worked example

Illustrative example

A practice cancellation page identifies the terms associated with its own appointments and points visiting-provider patients to the terms supplied with their booking. It avoids presenting one policy as universal.

How to check the result

The visitor can locate the applicable conditions while completing the actual cancellation task.

A mistake to avoid

Do not add a reassuring no charge statement if the approved policy contains conditions that need to be considered.

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 recordConfirm whether different providers or appointment types use different cancellation terms.Place the correct terms link beside the cancellation instructions.Explain how patients can ask the team about an unclear condition before making their decision.

Evidence, open questions and decisionsNext action and responsible role

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