TL;DR
When the clinic can no longer provide the advertised service arrangement, decide what still exists before replacing the campaign promise. Separate an unavailable service from a changed price or program term. Map earlier consultation requests to an approved resolution, keep qualified clinical continuity outside marketing, and verify any proposed alternative as a genuinely different offer before promoting it.
Establish what has actually stopped
An unavailable service arrangement is more than an offer edit. The clinic may lose an external delivery relationship, stop providing a program component or cease accepting consultations for the promoted arrangement. Use the actual event supplied by the clinic. Do not infer a drug shortage, regulatory change or clinical alternative from a marketing problem.
Have qualified service leadership classify the change: advertised administrative service still available ___; component no longer provided ___; external role that changed ___; current approved request action ___; unresolved clinical or contractual decisions ___. Commercial owners determine actual obligations and terms. Marketing should not decide how existing care continues.
A new price for the same available program can use the normal terms-update process. A service that no longer exists needs a different decision: whether to close acquisition, preserve a narrower honest consultation or propose a separately verified service.
Use a service-substitution decision record
Do not approve a replacement because it sounds close to the old offer. Have the clinic supply the evidence for each boundary.
| Question | Evidence needed from the clinic | Marketing decision |
|---|---|---|
| Is the original consultation still offered? | Current qualified role, location and actual appointment purpose | Retain only the supported consultation action |
| Was the withdrawn component central to the promise? | Approved former service scope and current exclusions | Remove the primary unavailable promise, rather than hide it in a footnote |
| Does a proposed alternative change provider responsibility? | Actual internal and external roles | Treat it as a new service explanation, not a silent substitution |
| Does it change what payment buys? | Authorized recipient, inclusions and obligations | Require a distinct commercial explanation before release |
| Can earlier requests be answered accurately? | Approved resolution categories and responsible roles | Keep the affected queue assigned until the next step is resolved |
| Are existing participants affected? | Practice's qualified continuity and communication decisions | Keep care handling in its established confidential process |
Record original service ___; proposed current service ___; material difference ___; fact owner ___; unresolved evidence ___; accepted public action ___. This is an original service-scope tool, not an equivalence assessment or clinical treatment protocol.
Resolve earlier consultation requests without promising a replacement
Preserve the version of the service the person encountered in the appropriate internal record. A pending consultation request should not silently become a request for the alternative arrangement. Have the authorized team explain the current approved options and record the person's choice through the normal process.
Use a queue decision sheet: original requested administrative service ___; current appointment state ___; explanation owner ___; approved available action ___; preference or restriction ___; next review ___. Keep private clinical details outside agency reporting.
Someone may want current information, decline further contact or ask a clinical question that needs a confidential qualified response. Preserve those different states. Marketing should not label every unresolved request a lost sale or treat continued interest as agreement to the replacement.
For existing participants, the clinic's professional and contractual responsibilities require their own decisions. The campaign change neither cancels care nor authorizes an agency to contact everyone in the old program. Continue public corrections independently while the responsible clinic roles handle individual matters.
Retire the unavailable acquisition promise
Stop or revise controlled distribution under the approved change. Inspect the exact former destination, shortened ads, page headline, form options and acknowledgement. Remove an action that still invites the unavailable arrangement. Retain an accurate route for people following older links.
The FTC's U.S. health-products guidance says claims should be modified or omitted when an effective disclosure cannot prevent a misleading impression. FTC guidance on qualifying claims. This supports the editorial review; the actual service advertising and jurisdiction need the appropriate assessment.
A closure explanation can state the verified service status and approved next administrative step. It should not introduce a medication recommendation or imply that a replacement is clinically equivalent. Use the service-role guide to preserve internal and outside-provider responsibilities.
Accept the new arrangement as a separate offer
If a current service can be promoted, create its own approved scope, payment explanation, request route and inquiry expectation. Mark the campaign comparison as changed where the offer differs. Historical lead performance does not predict demand for the new arrangement.
Ask the vendor to price withdrawal and new-offer work separately: distribution change ___; destination correction ___; pending-request coordination ___; new brief ___; retained recurring work ___; actual charges ___. A paused campaign does not establish paused billing.
Rehearse a former-link visit and a current-service request with labeled synthetic details. Prevent unwanted bookings and real outreach. Verify that staff can distinguish the former request from the new offer without improvising. Use the display acceptance method to check that the new short formats preserve the approved scope.
Frequently asked questions
Can we rename the unavailable service and keep the campaign running?
Only describe a service the clinic actually provides. A new name cannot establish unchanged scope, responsibility or clinical equivalence. Verify the current arrangement before releasing its promotion.
Does every old inquiry need to enter a new campaign?
No. Resolve the actual request, current permitted communication and person's choices through the approved process. Do not turn an unresolved service question into automatic enrollment in another promotion.
How is this different from updating program terms?
A terms update governs conditions of an available arrangement. This decision establishes whether the advertised service still exists, whether an alternative changes it materially and what happens to requests for the former service.