Websites & patient experience · Practical guide

Explain how to arrange for a companion to attend

A patient wants someone with them but cannot tell whether the website's visitor information covers the waiting room or participation in the appointment. The distinction matters to their planning. A companion may help with travel, communication or confidence, but the practice needs to explain how arrangements are discussed. Say whom to contact before the visit and what practical details the team needs.

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

Explain the practice's process for discussing a companion before attendance. Have the service owner approve any boundaries and keep the language respectful and specific.

A worked example

Illustrative example

A patient wishes a family member to join their consultation. The page directs them to reception to discuss that request, while separate arrival information explains the ordinary waiting area.

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

Avoid presenting every appointment room or format as suitable for every arrangement. Ask reception how they record the request, so the person does not have to repeat an important conversation when they arrive.

Keep the request distinct from a guarantee about space or participation. The team can then confirm the practical arrangement for the appointment without the page promising the same experience everywhere.

What to agree before publishing

Agree how companion requests are discussed and recorded before describing the arrangement publicly. Patients may want help with travel, communication or attending the appointment itself, and those needs can involve different practical questions. Name the contact route and invite the conversation in advance. Ask reception what it can confirm directly and what needs the service lead's input. The page should make asking straightforward without treating every room, appointment format or companion role as though it works identically across the practice.

How to check the result

The patient can ask for the arrangement they need without interpreting a general visitor policy as approval.

A mistake to avoid

Do not promise that every companion can attend every part of every appointment without the service owner's confirmation.

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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