Explain changing from in-person to a remote appointment

What to change

Provide a request route for discussing the format change. Have the service owner approve what the page says about availability and keep individual suitability decisions with the team.

A worked example

Illustrative example

A patient asks to change an in-person consultation to video. The page explains that reception will discuss the request with the service team and issue updated instructions if the arrangement is confirmed.

How to check the result

The visitor understands the difference between asking for another format and having a revised appointment.

A mistake to avoid

Do not imply that every in-person service has a remote equivalent or that the fee automatically remains the same.

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 recordState that the requested format needs confirmation for the particular appointment.Explain whether the team will provide new joining instructions if the change is agreed.Tell patients how to recognise the final confirmation rather than treating their request as accepted.

Evidence, open questions and decisionsNext action and responsible role

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