What to change
Ask your supplier to place a short explanation beside any question that needs one and keep it available while the answer is entered or corrected.
A worked example
Illustrative example
A referral reference field displays an example pattern beside its label. Someone returning to correct the reference can still find the pattern without clearing their work.
Why this matters to your practice
Start with the mistakes your reception team regularly has to clarify. If people confuse an appointment reference with another number, explain the difference beside that question. Use an invented example with the correct shape, rather than a real person's details. The aim is to help somebody answer once with confidence. Instructions hidden in a general introduction are less useful when the visitor reaches the question several minutes later and cannot remember what they read.
A practical review example
A booking reference may contain letters and numbers that look similar. A nearby example can show the expected pattern without requiring the visitor to return to an earlier paragraph. Ask the supplier to show that explanation on a phone with an answer already entered and an error displayed. Both the original instruction and the correction should remain available. The aim is to help the person repair one detail, rather than make them clear the box and start again.
How to check the result
Accept when a visitor can find the instruction at the point of entry, and an error does not remove the original guidance.
A mistake to avoid
Adding instructions to every simple field creates visual noise; focus detail on genuine constraints or easily misunderstood questions.
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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