What to change
Define the booking distinction using the practice's actual rule. Put the explanation before the choice and provide a route for cases the rule does not clearly cover.
A worked example
Illustrative example
A patient who previously saw a hygienist wants a different service. The page explains that being known to the practice does not necessarily make the requested appointment a review and gives a contact route.
How to check the result
Someone with a plausible mixed history can determine the appropriate next step without guessing.
A mistake to avoid
Do not reduce the instruction to have you been here before if that question does not match the actual appointment rule.
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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