What to change
Describe the scope of translated information and provide a route to ask about the service. Avoid making service eligibility appear dependent on which content has been translated.
A worked example
Illustrative example
A translated welcome section covers booking enquiries and arrival information. It explains where to ask about services whose full descriptions are available in another language, without suggesting those services are excluded.
Put it into practice
Avoid a language menu that suggests a complete translated website when only an introduction exists. Ask your team which pages people need next, so future translation work follows real booking and arrival tasks rather than simply adding more welcome copy.
Check that unavailable translations do not appear as empty pages. A short, honest explanation with a relevant next route is easier to understand than a silent return to the homepage.
What to agree before publishing
Describe the available translation scope plainly at the point of language choice. A translated introduction should not make readers expect translated fees, forms and confirmations if those do not exist. Identify the next useful information and the actual help route. Ask which missing pages most often stop people completing a task; that can guide later translation priorities. A small, accurately described language offer is easier to use than an apparently complete version whose important links quietly switch language without explanation.
How to check the result
Readers can distinguish a content-language limitation from a rule about who may use the practice.
A mistake to avoid
Do not present a short translated summary as a complete equivalent when material booking information is absent.
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.
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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