What to change
Write a prompt that matches the practical task and the approved channel. Explain what detail is useful now and how any further information will be requested later.
A worked example
Illustrative example
A contact form asks people to describe their booking question and preferred location. It explains that the team will provide the appropriate route if more information is needed to discuss the service.
Put it into practice
Ask reception what helps them route an enquiry. The form should encourage a useful first conversation without making people feel that they must disclose everything to deserve a reply.
Place the guidance beside the message box, not only in a long introduction. People often begin typing before reading the whole page, so local help can prevent unnecessary detail.
What to agree before publishing
Ask reception which first-contact information helps it direct a request, then write a message prompt around that purpose. A short example about appointments, fees or location can guide the visitor without inviting unnecessary detail. Place the prompt beside the message box, where it remains visible while typing. If further information may be requested later, explain that stage clearly. A useful first enquiry starts a manageable conversation; it should not make a person feel they must submit a complete history to receive a reply.
How to check the result
A visitor can write a useful enquiry without assuming that a longer medical history leads to a better response.
A mistake to avoid
Do not add a blanket invitation for photos or reports to a general contact form simply because it supports attachments.
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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