What to change
Explain self-referral as a way to start contact. Be precise about any administrative review before an appointment is agreed, and have the responsible service owner approve the wording.
A worked example
Illustrative example
An independent therapy service lets people enquire without a letter from another professional. The page says the team will explain available appointment options after reviewing the enquiry; it does not promise immediate treatment.
How to check the result
A reader understands that they can make contact themselves and can identify what happens after submission.
A mistake to avoid
Do not replace an accurate request an appointment label with book now when the process still requires a separate decision.
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.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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