Explain when a service has permanently stopped

What to change

Use the page to explain the current position and the administrative route for former patients. Keep any alternative service description factual rather than assuming it replaces the discontinued one.

A worked example

Illustrative example

A practice no longer offers a particular service but retains clear contact information for administrative questions about earlier visits. It links to any appropriate information without claiming equivalent care is automatically available elsewhere.

How to check the result

A former or prospective patient can understand the service status and the relevant administrative contact.

A mistake to avoid

Do not leave a dead booking button as the only indication that the service is no longer offered.

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 recordConfirm which enquiries the practice still handles, such as questions about earlier appointments.Remove invitations that can no longer produce the advertised booking.Describe any verified alternative route with its own provider, scope and booking requirements.

Evidence, open questions and decisionsNext action and responsible role

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