Explain online and in-person versions of one service

What to change

Describe the practical differences approved by the service owner. Explain what the format changes, while leaving individual suitability questions to the appropriate team.

A worked example

Illustrative example

A consultation page says the remote appointment uses a video link sent after booking. It separately explains that any in-person follow-up is arranged after discussion and has its own booking information.

How to check the result

Readers can explain what each format includes and how to resolve uncertainty before paying.

A mistake to avoid

Do not translate convenient wording into a claim that remote care is suitable for every person or every situation.

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 recordCompare where the appointment happens, what the patient needs and what administrative support is available.List any parts of the service that require a separate visit instead of implying everything happens online.Provide a named contact route for people uncertain which format the practice can offer them.

Evidence, open questions and decisionsNext action and responsible role

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