Explain when pre-appointment paperwork must be completed

What to change

Describe the actual preparation step and the help available if the patient cannot complete it remotely. Ask the team to confirm which instructions apply to this appointment type.

A worked example

Illustrative example

A consultation page explains that an administrative registration form is sent with the booking details. Patients who cannot complete it through that route are directed to reception to discuss the available alternative.

How to check the result

Someone knows what preparation is expected and how to ask for help without guessing that the appointment is cancelled.

A mistake to avoid

Do not imply a form is optional if the service process depends on it, or promise that reception can always complete it instantly.

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 recordState what the form is for in ordinary administrative language.Explain when the practice asks patients to complete it and how completion is acknowledged.Provide the approved alternative for someone unable to use the remote form.

Evidence, open questions and decisionsNext action and responsible role

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