What to change
State the verified language available at the next step and provide the practice's actual alternative for assistance. Keep the explanation beside the booking invitation.
A worked example
Illustrative example
A translated service page explains that the linked booking provider currently uses English and offers reception contact to discuss arrangements. It does not imply that the practice's translation extends into the provider's screens.
Put it into practice
Ask your supplier to follow the entire journey after language selection. Translating the invitation is only part of the job; the patient also needs to understand what awaits them when they choose an appointment or request help.
If help is available through reception, state when and how to request it. Avoid implying that someone will be present inside the external booking tool to guide every step.
What to agree before publishing
Show the translator and website editor the booking destination, not just the page leading to it. Record which language options the provider actually offers and what help the practice can provide. Tell visitors about a change of language before they follow the link. Then test returning to the service information if they need assistance. The aim is an honest, usable path into booking rather than a translated invitation that leads to an unexplained barrier at the next screen.
How to check the result
A reader knows what language to expect before leaving the practice website.
A mistake to avoid
Do not claim a complete translated booking journey after reviewing only the public information pages.
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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