Websites & patient experience · Practice guide

Keep people on the right page when they change language

Illustrative situation

Someone changing language on a service page is still trying to understand that service. Where an equivalent translated page exists, take them there. If it does not, explain what is available and give a useful way forward. Sending everyone to a translated homepage can make it feel as though the information they were reading has disappeared.

Read the guide Make your action list
Healthcare website and appointment calendar displayed on devices at an empty clinic reception.
Make the website useful for the people who use your practice.

What this means for your practice

Keep the person in the equivalent journey when a translated page exists. Where it does not, explain the limitation and provide a useful route forward.

An example to discuss with your team

Switch language on a deep page and inspect the destination.

Healthcare website design showing connected desktop and mobile service and enquiry layouts.
Make the service and next step clear on every screen.
Healthcare website accessibility illustrated by a focus outline, keyboard key, contrast samples and form.
Review keyboard access, contrast and understandable form fields.

A practical example

For example, a patient checking arrival instructions should reach the corresponding directions after changing language. Ask your supplier to demonstrate that switch from several pages, including one without a translation. Check how the language names are shown too. A good result keeps the person's task recognisable and is honest about the limits of the translated content, instead of implying a complete version of the site that does not exist.

If a translated page is unavailable, keep the person's original context visible where possible. A helpful explanation can identify the service they were reading and offer the available contact support. That is easier to use than a generic message that gives no clue how to continue.

Make this improvement work

Start from a specific translated service page and switch language at that point in the task. Ask the supplier to show the equivalent destination where it exists and the explanation where it does not. Returning everyone to a general homepage can lose the context they have already established. Test a form and a deeper information page as well as the main menu. Keep language labels recognisable and distinguish translated content from the language support available for the service itself. A useful selection process helps the person continue with an honest account of available information rather than imply every page or response is provided in every language.

How to check the result

Track language switches that lose the current task.

Turn reading into a next step

Your action checklist

Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.

Checks to discuss

Record what you know, what is still missing and the answer you need from your team or supplier.

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Further reading

These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.

Related guides

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