Explain how to contact the practice when running late

What to change

Give the practice's actual route for discussing a late arrival. Explain that the team must confirm what remains possible for the booked appointment.

A worked example

Illustrative example

An arrival page says patients who are delayed should telephone reception through the published appointment-help number. It explains that the team will discuss the booking rather than treating a general enquiry form as immediate notice.

How to check the result

Someone running late knows which route can address the live appointment question.

A mistake to avoid

Do not guarantee a grace period or tell people to attend regardless of the delay unless the practice has approved that exact arrangement.

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 recordIdentify the contact method monitored during the relevant appointment session.Tell patients which booking details help reception identify the visit quickly.Describe the team's role in discussing next steps without promising that every delayed appointment can proceed.

Evidence, open questions and decisionsNext action and responsible role

Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.