Ask feedback questions that support a useful decision
A long satisfaction survey collects many answers but produces no clear service improvement decision. A shorter survey is useful when every question supports…
The Kay & Co. resource library
All resources · page 2
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 25–48 of 915 resources, ordered by title.
Ask for document files your team can maintain
A polished PDF is useful to distribute, but it may not give your team a practical way to update the content. Agree the editable files, fonts, images and…
Ask for logo files your team and suppliers can use
A single logo image rarely covers a website, a printed sign and an appointment letter equally well. Tell your designer where the identity will be used and…
Ask for missing enquiry details clearly
A patient receives a short request for more details but cannot tell why the practice needs them or whether their original enquiry has failed. The next…
Ask for public proof that listing corrections worked
A handover lists completed profile updates but provides only screenshots of the editing interface. Accept corrections based on the public journey they were…
Ask for website speed reports you can compare
Different tests can produce different numbers because they use different pages, devices or connections. Ask your supplier to explain those conditions and…
Ask only what a first enquiry needs
A simple introductory enquiry form asks for extensive personal information before the team knows whether it is needed. Visitors abandon the process midway.…
Ask useful questions on your enquiry form
Every required question adds work for the person contacting you. Keep the information needed to answer or direct the enquiry and explain anything that may…
Ask what a hosting upgrade will actually improve
A supplier recommends a more expensive hosting plan based on a slow page score alone. Ask which part of the delay the upgrade is expected to improve.…
Attach transferred documents to the correct record
A file transfers successfully but is attached to the wrong administrative record in the receiving system. A transferred document is useful only when…
Avoid asking patients for the same details repeatedly
Patients are asked for the same administrative details in several forms because systems do not share them. Repeatedly requesting the same details frustrates…
Avoid counting confirmation-page reloads as new enquiries
One accepted request produces another enquiry event whenever its confirmation page reloads, inflating the marketing total.
Avoid counting overlapping report exports twice
Two exports overlap, and combining them adds some observations twice. The final report looks stronger than either source.
Avoid creating several tasks for one enquiry
A website retries a submission and the automation creates several tasks for the same enquiry. Repeated submissions can create repeated calls and conflicting…
Avoid losing entered answers after an accidental outside tap
Some popups close when the visitor taps outside them. On a small screen, an imprecise tap can dismiss a form and silently discard several answers.
Avoid reading hidden phone and desktop menus twice
Some websites include separate desktop and mobile copies of navigation or content. A visually hidden copy may remain available to screen readers or keyboard…
Avoid repeating an action when a connection times out
A timeout causes the workflow to repeat an action that already succeeded in the receiving system. A timeout means the sender did not receive an answer; the…
Be clear about what your marketing dashboard counts as an enquiry
A dashboard adds phone clicks, completed forms and repeat submissions together as new enquiries. The total grows without a corresponding increase in genuine…
Be honest when a connection fails before confirmation arrives
A connection can fail after the server receives an enquiry but before the confirmation reaches the browser. A simple Send again instruction may cause a…
Build a healthcare marketing plan your team can actually use
Choose a service, find the obstacle and plan one useful marketing improvement. A practical guide to capacity, patient questions, channels and enquiry evidence.
Build case studies around a story you can evidence
A team wants to publish a dramatic success story but has only a few screenshots and no agreed record of the initial problem or result. A case study is…
Build onboarding around what a new starter needs
A new starter receives many welcome messages but essential access and equipment tasks remain incomplete. Welcome emails do not tell you whether a new…
Build presentations around the decision your audience needs to make
Before designing slides, decide what the audience should understand or agree by the end. A board discussion, a partner introduction and a patient…
Build reusable website parts around real patient tasks
A shared set of website elements can make pages consistent and easier to maintain. Start with the parts your services repeatedly need, such as contact…