What to change
Agree whether offline attempts wait for deliberate retry or are queued, then ask your supplier to explain and demonstrate that choice before any later send.
A worked example
Illustrative example
A visitor is told their offline attempt remains unsent and activates Retry after reconnecting, using the reviewed current answers rather than an unseen earlier snapshot.
Why this matters to your practice
Automatic sending after reconnection may surprise someone who assumed their offline attempt had failed. Decide with your supplier whether an attempt waits for deliberate retry or is queued to send later. Make that behaviour clear before the visitor relies on it. Demonstrate editing the draft and reconnecting, then compare the eventual request with what the person understood they had approved. Convenience should not leave an older, unseen version of the enquiry being sent after a change of mind.
A practical review example
A visitor may attempt to send while offline, change an answer and assume the request remains unsent. Ask your supplier to reconnect the device and show whether anything happens automatically. Compare any resulting submission with the version the person understood they had approved. If queuing is supported, its status and cancellation route need to be clear. Automatic recovery is not necessarily helpful when it sends an older unseen draft after the visitor changed their mind or believed the task had been postponed.
How to check the result
Accept when reconnection behaviour matches the communicated choice and visitors can understand and control any pending send operation.
A mistake to avoid
Automatic recovery is not automatically helpful when it performs an action the visitor believes they have postponed or abandoned.
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
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore websites & patient experience services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.