Websites & patient experience · Practical guide

Explain what a downloadable price list covers

A patient saves a price list and assumes it applies to every branch, visiting provider and service. The document's title simply says our fees, with no scope explanation. A price-list filename rarely tells the whole story. Explain which branch, services or appointment types it covers and whether separate charges are described elsewhere.

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 to change

State exactly which appointments and providers the list covers. Give readers a route to confirm a fee when the saved document is separated from its page.

A worked example

Illustrative example

A price sheet covers appointments delivered directly by the practice and points visiting-provider enquiries to their own fee information. It avoids presenting independently arranged services beneath an apparently universal total.

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.

Put it into practice

Put that information beside the download, where people decide whether it is relevant. Ask the person who maintains prices to compare the document with online booking. A visitor should not need to download several files and guess which amount applies to their appointment.

Check whether the list includes a date or review note meaningful to readers. That should help identify the current information without being mistaken for a guarantee that every quoted fee applies indefinitely.

What to agree before publishing

Name the scope before the download opens: the relevant branch, services and type of prices shown. Ask the fees owner whether the file presents standard amounts, examples or another agreed description. Review separate charges and estimate routes alongside it. A current-looking PDF can still be confusing if someone cannot tell which service its amount belongs to. The web description should help visitors decide whether it answers their question before they download several similar lists and attempt their own comparison.

How to check the result

Someone receiving the document later can identify whether their requested appointment is within its scope.

A mistake to avoid

Do not use a small generic subject-to-change note as the only explanation of provider or service differences.

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.

Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.

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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