Websites & patient experience · Practical guide

Tell patients whether they need to print documents

A preparation page says bring this letter even though many patients receive the details only by email. They cannot tell whether showing the confirmation on a phone is acceptable. Some patients assume that every attachment must be printed, which can create an unnecessary task. Say whether a digital copy is sufficient for the relevant purpose, using the practice's confirmed arrangement.

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

Clarify the purpose of the appointment information and which formats the practice accepts. Confirm the instruction with reception before removing or adding a printing requirement.

A worked example

Illustrative example

A practice tells patients they may have their confirmation available on a phone where reception only needs the booking reference. A separate document that genuinely requires another format is described specifically.

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

If a paper item really is needed, identify it specifically and explain where to ask for help. Ask reception which documents they actually inspect at arrival so the instruction reflects the visit, rather than a habit inherited from older letters.

Check any attachment cover text as well as the website. A routine email phrase such as “print the enclosed information” can contradict the more flexible arrangement the practice has now agreed.

What to agree before publishing

Review each document by its purpose. Some may be useful to keep digitally, while the practice may require a particular form on paper. State the actual distinction instead of a blanket request to print every attachment. Ask reception what it needs at check-in and how someone can discuss a printing difficulty. Update the email wording too. A website saying a phone copy is acceptable will not remove uncertainty if the booking message still tells every patient to bring a printed pack.

How to check the result

Patients can prepare the required information without unnecessary printing or an unsupported assumption that digital display is always accepted.

A mistake to avoid

Do not treat every attached document as something patients must print simply because it was originally designed as a letter.

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.

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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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