Websites & patient experience · Practical guide

Explain exactly which document a form asks people to upload

An enquiry form permits attachments but says only upload file. Visitors send unrelated reports or screenshots because they cannot tell what the team needs at this stage. Name the document you need before offering an upload button. Explain any practical file requirements in language the intended sender can understand, and provide a route for someone who cannot supply it that way.

Read the guide Make your action list
Healthcare website and appointment calendar displayed on devices at an empty clinic reception.
Make the website useful for the people who use your practice.

What to change

Describe the specific document and its purpose wherever uploading is an approved part of the process. Avoid using a general attachment option as a substitute for clear instructions.

A worked example

Illustrative example

A referral enquiry asks for the referral document the team specifically requested and explains how to ask for help if it is unavailable. It does not invite a complete personal record collection.

Healthcare website design showing connected desktop and mobile service and enquiry layouts.
Make the service and next step clear on every screen.
Healthcare website accessibility illustrated by a focus outline, keyboard key, contrast samples and form.
Review keyboard access, contrast and understandable form fields.

Put it into practice

Ask the team what happens to an incorrect or unreadable file. The confirmation should acknowledge what occurred without implying that submitting any attachment satisfies every requirement for the appointment.

Where several documents are accepted, name the alternatives clearly. A vague instruction to upload “supporting evidence” can encourage unrelated attachments while leaving the one useful item missing.

What to agree before publishing

Name the requested document and explain the practical requirements that affect sending it. If there are acceptable alternatives, identify them rather than using an open invitation to attach supporting evidence. Ask the receiving team what happens when a file is unreadable or unsuitable and give the relevant help route. Review the acknowledgement separately: it should say what was received, not imply acceptance of the appointment or document. Patients need to understand both the immediate upload task and the stage that remains afterwards.

How to check the result

Visitors can identify what to supply and what to leave out of the upload.

A mistake to avoid

Do not ask for additional identity or clinical documents merely because the form can accept multiple files.

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 discuss

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

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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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