What to change
Explain what the team needs to progress the specific enquiry and how to supply it through the approved route. Keep the request proportionate to the administrative decision.
A worked example
Illustrative example
A team asks which branch a visitor means because the original service is offered at several sites. The message explains that this helps it discuss suitable appointment options, not that an appointment has already been reserved.
How to check the result
The visitor understands the missing information and the stage their enquiry has reached.
A mistake to avoid
Do not ask for a full set of personal or clinical details when one practical clarification would answer the immediate question.
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.