What to change
Explain the correct cancellation route for the provider used by the practice. Verify the actual process and make the expected confirmation clear.
A worked example
Illustrative example
A practice directs online bookers to the cancellation option in their provider confirmation where that is the approved route. It also explains how to contact reception if they cannot access the account.
How to check the result
A patient knows which action records the cancellation and how to resolve access problems.
A mistake to avoid
Do not assume that replying to a provider's automated email reaches either the provider or the practice team.
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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