Tell patients which administrative documents to bring

What to change

Name the specific administrative items required for the booked appointment. Confirm the list with the service team and separate it from any individually supplied clinical instructions.

A worked example

Illustrative example

A practice asks insured patients to have their confirmed authorisation details available and tells self-paying patients that this requirement does not apply to them. Other preparation remains in their appointment instructions.

How to check the result

Each patient can identify the items relevant to their own route instead of following an undifferentiated checklist.

A mistake to avoid

Do not request additional identification or records simply because another service at the practice asks for them.

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 recordIdentify which documents are required for every patient and which apply only to a particular booking route.Explain whether an accepted digital copy is sufficient where the practice can confirm that.Provide a contact route for someone who cannot obtain a listed item before attending.

Evidence, open questions and decisionsNext action and responsible role

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