The story
Whereitstarted,andwhat we changed
Three stations, in the order the practice lived them. The first two are the practice's description of the old way; the third is the build.
Station 01
Starting point
A short paragraph described new patient appointments without saying what an initial inquiry covered or what still needed staff confirmation.
Station 02
The problem
When it comes to new patient appointments, broad wording invited firm conclusions. The team's first job on too many calls was walking back expectations the site had accidentally created.
Station 03
What we built
The page now distinguishes what is published, what can be requested and what requires confirmation. It pairs new patient information and reception hours with a short explanation of an appointment callback from the reception team, limitations included and approved.