What to change
Ask your supplier to show uncertainty accurately and provide a way to establish the outcome without making visitors guess whether another send will duplicate it.
A worked example
Illustrative example
A visitor sees that confirmation is still being checked after a connection interruption, followed by the established result or a clearly explained next step.
Why this matters to your practice
A lost connection can leave the visitor uncertain even when the practice has received the request. Asking them to send again immediately may create duplicate work for both sides. Ask your supplier to demonstrate this particular interruption and explain how the outcome is checked. Your team should approve wording that acknowledges uncertainty and offers a sensible next step. The final confirmation should agree with the receiving test system, rather than describe only what the browser happened to see.
A practical review example
The receiving service may accept a fictional enquiry just before the browser loses its confirmation. Ask your supplier to reproduce that timing and compare the screen with the receiving test record. A simple Send again instruction could create a duplicate. Review the offered status check, retry or other supported recovery and wait for its outcome. The final messages should agree, rather than display both failure and success for the same attempt. The practice needs an explanation grounded in receipt, not only the browser's interrupted connection.
How to check the result
Accept when uncertain outcomes are represented accurately and the recovery interaction does not invite uncontrolled repeated submissions.
A mistake to avoid
A generic network-error message may describe the browser's experience while incorrectly implying that no request reached the practice.
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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