Explain why the booking website has a different name

What to change

Introduce the external provider before the handoff and describe what the visitor will do there. Confirm the visible provider name by following the actual public booking route.

A worked example

Illustrative example

A booking invitation says the next step opens the practice's appointments on its named booking provider. It tells visitors to check the branch and service before selecting a time.

How to check the result

Someone moving between the two websites can recognise the expected destination and understand the remaining task.

A mistake to avoid

Do not imply that the booking provider is owned by the practice or carries the same branding when neither is true.

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 recordRecord the practice name and service label displayed on the destination page.Explain any account requirement or payment stage that appears before the reservation is complete.Provide a practice contact route for someone who cannot recognise or use the destination.

Evidence, open questions and decisionsNext action and responsible role

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