Separate public service facts from internal shorthand

What to change

Translate the internal shorthand into the public task it represents. Confirm the underlying meaning before choosing a clearer phrase so useful distinctions are not lost.

A worked example

Illustrative example

A satellite session becomes appointments at the named branch, with its actual booking arrangement explained. The page does not require patients to understand how the practice organises staffing internally.

How to check the result

A reader can understand the service arrangement without interpreting staff-only terminology.

A mistake to avoid

Do not remove an unfamiliar term by replacing it with a broader promise that fails to preserve the original scope.

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 recordAsk the service team to explain the internal term using an actual booking example.Identify which parts of that meaning patients need before choosing or attending.Use the public name consistently, adding the provider's unavoidable label only where recognition requires it.

Evidence, open questions and decisionsNext action and responsible role

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