What to change
Describe the current offer accurately and provide a route for questions about existing bookings. Let the responsible team explain how previously agreed terms apply rather than deciding that in editorial copy.
A worked example
Illustrative example
A service now offers a report through a separate request route. The page describes the current offer and directs patients with earlier written quotations to the billing team for clarification.
How to check the result
New visitors see accurate current information while existing patients have a way to check their agreed booking.
A mistake to avoid
Do not retrospectively rewrite every patient's expectation simply because the public service description has changed.
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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