What to change
Give a short reason for each contact field based on the team's actual response process. Only describe options the team can honour after receiving the enquiry.
A worked example
Illustrative example
A callback enquiry asks for a number because reception will use it to discuss appointment options. A separate email enquiry makes the distinction clear instead of treating both forms as identical.
Put it into practice
If it is optional, say so beside the field. Ask the receiving team how they use the number in practice. A form should not insist on a telephone contact merely because an old template included one when the visitor has chosen another available reply route.
Check whether choosing email contact changes the need for a telephone number. The form should reflect the practice's genuine requirement rather than enforce a field that contradicts the offered choice.
What to agree before publishing
Settle when a phone number is needed and when another reply route is genuinely available. Explain the specific reason beside the field rather than relying on a privacy notice to justify every question. Ask the team what happens if the visitor prefers email and leaves the number blank where permitted. The form's requirements should agree with its choices. A number collected for a callback should not appear to be compulsory for an unrelated enquiry simply because the same template is reused.
How to check the result
Someone completing the form understands why the number is requested and what contact to expect.
A mistake to avoid
Do not promise email-only replies if the practice's actual process requires a telephone conversation before it can progress the request.
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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