What to change
Ask the supplier to bring a failed-send explanation into the person's attention and provide a usable next step while preserving appropriate answers.
A worked example
Illustrative example
An enquiry service temporarily refuses a request. The visitor reaches an explanation that submission did not complete and can retry with their answers still present.
Why this matters to your practice
When sending fails, the first question is whether the practice received the message. The second is what the visitor should do now. A small disappearing notice may answer neither, especially on a phone. Ask for a message that remains available and is brought to the person's attention. Reception should also approve any alternative contact route mentioned. Test the failure deliberately with your supplier so this part of the journey receives the same attention as the successful confirmation.
A practical review example
A visitor at the bottom of a long form may never notice a warning added at its top. They may press Send repeatedly because nothing nearby appears to change. Ask your supplier to demonstrate a harmless sending failure on the test site, with the page enlarged and on a phone. The explanation should remain available long enough to read. Confirm that it accurately says whether the enquiry was sent, rather than relying on a brief pop-up that disappears before the person finds it.
How to check the result
Accept when the failed outcome is immediately understandable through visual and assistive routes, with a usable next action.
A mistake to avoid
A red toast at the edge of a large screen may disappear before a visitor using magnification ever reaches it.
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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