What to change
Provide a clear route to check the existing booking. Confirm what information the team needs and keep financial or sensitive details out of ordinary messages.
A worked example
Illustrative example
A visitor remembers choosing an appointment but has no message. The help text directs them to reception with the appointment type and approximate time, using the practice's approved verification process.
How to check the result
The reader can resolve uncertainty without being pushed into reserving another slot.
A mistake to avoid
Do not guarantee that a missing email means the booking failed, because message delivery and appointment creation may be separate events.
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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