What to change
Describe the task associated with each document before the download and inside it. Confirm the approved return route and avoid using a general inbox by default.
A worked example
Illustrative example
A registration form says it should be completed through the practice's stated process, while a welcome guide says it is for reference. The library descriptions repeat these distinct purposes.
Put it into practice
If there is a deadline, use the practice's confirmed requirement and explain where questions go. Ask reception whether patients frequently bring the wrong version; a clear current title and purpose can prevent that confusion before anyone fills it in.
If the form should be brought to the appointment, say where it is handed in. If it must be returned earlier, name the approved route rather than assuming any email address will do.
What to agree before publishing
Write one clear action beside the form download: complete and bring it, return it through the named route or keep it for reference, according to the practice's actual process. If timing matters, explain the confirmed requirement and help contact. Check the instruction inside the form too. A reader who saves the file may later forget the web page's explanation. The current document and its introduction should agree so patients do not complete an old version and deliver it the wrong way.
How to check the result
A visitor can identify whether downloading the item creates any further action for them.
A mistake to avoid
Do not rely on the file extension or a signature box to communicate that a document must be returned.
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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