Write an appointment-reference question people can answer

What to change

Use the exact public label and explain where to find the reference. Confirm what alternative route works for someone whose confirmation has no matching number.

A worked example

Illustrative example

An appointment-change form asks for the booking reference shown under appointment details in the confirmation email. It offers reception contact for patients whose telephone booking has no visible reference.

How to check the result

A person can find the requested information or use a valid alternative without inventing a code.

A mistake to avoid

Do not make a reference mandatory solely because it is convenient for staff when some legitimate booking routes never provide one.

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 recordInspect a fictional confirmation from each booking route for the relevant label.Describe the reference's location in ordinary terms without publishing a real patient's example.Explain what the visitor should do if they cannot locate it or booked by telephone.

Evidence, open questions and decisionsNext action and responsible role

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