What to change
Describe the account requirement before the visitor opens the external booking website. Explain its practical purpose using verified information, without making broad promises about privacy or long-term access.
A worked example
Illustrative example
A practice explains that its booking provider requires an account to manage online appointments. It separately identifies the clinical portal so an existing patient does not assume the two passwords are interchangeable.
Put it into practice
Ask your supplier to try the process as a first-time visitor, rather than from a staff account that is already signed in. Patients should understand the practical requirement and any available assisted route before they invest time choosing an appointment.
Keep account help separate from appointment questions if different teams handle them. A visitor should know whether a sign-in problem goes to the booking provider or the practice's reception team.
What to agree before publishing
Ask the booking provider to demonstrate the first-time visitor route without a staff account already signed in. Identify when an account is required, what help is available and whether the practice offers an assisted alternative. Put that expectation before the booking link and keep account-help instructions distinct from appointment questions where different teams answer them. Patients should not spend time choosing an appointment only to encounter an unexplained registration requirement or contact reception for a password problem it cannot resolve.
How to check the result
The visitor understands which account is needed and where to ask for booking help.
A mistake to avoid
Avoid saying sign in with your patient account when the external service maintains a separate account system.
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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