Distinguish a saved draft from a sent enquiry

What to change

Ask the supplier to use clear wording for saving, reviewing and sending, with a visible explanation of whether the practice has received the request yet.

A worked example

Illustrative example

A portal reports Draft saved and still shows Review and submit. Only the later completed action produces the request confirmation and reference.

Healthcare software workflow connecting task cards, a checklist and a database. — Map the work and the information it depends on.

Healthcare software testing with normal paths and a separate exception route. — Test the exceptions as well as the normal workflow.

Why this matters to your practice

Saved and sent describe different promises. A person may close a page after seeing a reassuring tick, assuming the practice will respond, when their request is still only a draft. Use explicit wording throughout the journey and reserve final confirmation for the completed send. Ask reception to review the messages from the visitor's perspective. They should be able to point to the exact moment when responsibility moves from completing the form to waiting for the practice's response.

How to check the result

Accept when visitors can tell whether work is merely retained, currently saving, failed to save or fully submitted.

A mistake to avoid

A tick icon shared across several states needs explanatory text; its colour alone cannot convey these different outcomes.

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 discussIn a test account, save an incomplete draft and read every resulting message. Check that none implies the practice has received a finished request.Resume the draft and change an answer. Verify the save indicator describes the latest action and does not remain falsely positive while a new save is pending.Complete the final submission separately. Compare its confirmation with the draft message and confirm the remaining required action was always evident.

Your answers and notes

Record what you know, what is still missing and the answer you need from your team or supplier.

What happens next, and who will do it?

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.

Related guides

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