Help patients contact you after a missed appointment
A patient who did not attend cannot find a suitable next step because the website only offers book again. They may need to discuss the existing record, fees…
The Kay & Co. resource library
All resources · page 16
The complete collection of practical guides, planning worksheets and articles. Use the filters to narrow it down, or browse by title.
Find an answer
Search a question, a task or a few words.
Search results
Matching resources
The complete list
All resources
Showing 361–384 of 915 resources, ordered by title.
Help patients correct a form mistake
A vague error message can make a visitor feel that the whole enquiry has failed. Explain the particular field needing attention and how to fix it, while…
Help patients correct an email address after enquiring
A visitor notices a spelling mistake in their reply address after submitting a form. The website only offers another blank form, making it unclear how to…
Help patients discuss practical support before a visit
A visitor needs to discuss an arrival or communication arrangement but the preparation page only says contact us with special requirements. The phrase gives…
Help patients distinguish practices at the same address
A street or medical centre contains providers with similar names. Visitors may reach the correct postcode but call or enter the wrong practice. Similar…
Help patients find a relocated branch
A branch moves but retains its familiar name and telephone number. Existing patients may travel to the old address from memory even after receiving a new…
Help patients find missing preparation instructions
A patient knows their appointment is confirmed but cannot find the separate information they were told to read. A generic preparation page could lead them…
Help patients find their appointment reference
A form demands a reference number, but the confirmation uses a different label or contains several codes. Patients enter invoice numbers or abandon the…
Help patients find their preparation information again
Patients may read their confirmation once and return to the instructions later, often on a phone. Give the preparation page a clear, recognisable name and…
Help patients follow up an unanswered enquiry
A visitor has not heard back and submits the same form several times. The website gives no way to refer to the original message or check whether it reached…
Help patients get ready for a video appointment
A patient books a remote consultation but does not know whether the team sends a link, calls them or expects a portal login. The service page merely says…
Help patients leave unfinished forms deliberately
A prominent Cancel action can discard several screens of work immediately. Conversely, a vague warning can trap visitors who deliberately want to leave the…
Help patients plan time for their visit
A service lists a thirty-minute appointment, but visitors assume that means arrival to departure. Check-in or other practical next steps may add time they…
Help patients recognise a service after its name changes
Returning patients may use the name they first encountered, even after your team has adopted the new one. Explain the connection where it helps them find…
Help patients recognise the right clinic service
A useful service page answers the questions someone might ask reception before booking. Who is this for? What happens first? Where can I ask if I am unsure?…
Help patients return a missed practice call
A patient sees a missed call from the practice but has no voicemail. The website gives several numbers and does not explain which route can help identify…
Help patients return from an external booking website
A visitor leaves the practice website to choose an appointment and then wants to check fees or directions. The destination offers no obvious context for…
Help patients when map directions point to the wrong place
The practice's postal address leads some navigation apps to the back of the building or a neighbouring road. Patients arrive near the site but cannot find…
Help patients write a useful first enquiry
A general enquiry form says tell us everything, encouraging visitors to disclose a full medical history when reception only needs to know which service they…
Help people finish or restart an intake form
A person starts a lengthy intake process, leaves halfway through and later submits a second copy. People pause forms to find documents or deal with…
Help readers move through a long information pack
A long document is easier to use when its sections reflect the questions readers bring to it. Give the contents page meaningful names and make the…
Help returning patients book after a long gap
An existing patient returns after a substantial gap and chooses a review because they already have a record. The practice may need a different appointment…
Help returning patients recognise a renamed service
A practice renames an appointment type while existing confirmations and patients' memories use the previous name. Returning visitors may think they need an…
Help staff find the right document quickly
A receptionist searches for cancellation rules but the document is filed under an internal project name. A filing system that makes sense to its author can…