What to change
Explain the practice's process for discussing a companion before attendance. Have the service owner approve any boundaries and keep the language respectful and specific.
A worked example
Illustrative example
A patient wishes a family member to join their consultation. The page directs them to reception to discuss that request, while separate arrival information explains the ordinary waiting area.
How to check the result
The patient can ask for the arrangement they need without interpreting a general visitor policy as approval.
A mistake to avoid
Do not promise that every companion can attend every part of every appointment without the service owner's confirmation.
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.