What to change
Explain the relationship between the amount paid now and the total appointment fee. Check the exact wording against the practice's approved payment terms before adding examples.
A worked example
Illustrative example
An illustrative appointment costs £120 and takes a £30 deposit. The page clearly shows a £90 balance and the payment stage at which it is collected, alongside the relevant terms.
Put it into practice
Ask the billing team when the remaining amount is discussed or paid and how the booking confirmation describes it. Patients should not arrive believing they have settled the full cost simply because the first payment screen said “payment complete”.
Check that receipts and booking messages use the same description of the first payment. A deposit described as a full appointment fee in another message can create avoidable uncertainty at reception.
What to agree before publishing
Show the deposit, full fee and remaining payment arrangement in a way that makes their relationship clear. Have the billing team approve any timing and terms rather than leaving them to design assumptions. Check the wording on receipts and confirmation messages. “Payment complete” may refer only to the deposit transaction, so it should not imply the whole appointment has been paid for. A patient should be able to understand what has been paid and where to discuss the balance before arriving at reception.
How to check the result
A visitor can calculate the total and identify what remains payable after making the booking.
A mistake to avoid
Do not label a payment as a booking fee if the practice actually treats it as part payment.
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.