Keep service information up to date
The most useful service page can become misleading after a change of practitioner, venue or appointment format. Agree how those changes reach the person who…
The Kay & Co. resource library
Websites & patient experience resources · page 10
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Websites & patient experience resources
Showing 217–240 of 381 resources, ordered by title.
Keep service telephone numbers consistent
A service page, profile and downloadable guide show different telephone numbers with no explanation. Some reach reception while others belong to an…
Keep small help messages available long enough to read
A tooltip can vanish when the pointer moves from its trigger toward the tooltip itself. Visitors cannot read larger content or select a link inside it.
Keep spoken updates helpful and brief
A live search or saved-state message may cause large sections to be read repeatedly. Visitors cannot finish listening to one update before the next…
Keep table values connected to their meanings
A visually clear table can sound like a sequence of disconnected numbers through a screen reader (software that reads the page aloud). Visitors cannot tell…
Keep text and controls usable when readers increase spacing
Custom spacing preferences can make lines or words taller than a tightly designed container allows. Visitors may encounter overlapping labels or missing…
Keep the answer visible above the phone keyboard
Opening a phone keyboard can cover the field being edited or the instruction explaining it. Visitors type without seeing the result and may not know how to…
Keep the chosen clinic clear when booking opens
A location page sets an expectation about where the appointment will happen. The booking link should preserve that choice where possible, or clearly explain…
Keep the existing attachment when someone cancels the file picker
Opening the device picker and cancelling can unexpectedly clear an existing attachment. Visitors may not notice the change before submitting a form they…
Keep the page behind an active popup from interfering
A popup overlay may dim the page while allowing keyboard focus or screen reader (software that reads the page aloud) navigation into its background.…
Keep the page's reading order clear in every layout
A page arranged with visual columns can have an underlying reading order that places answers before questions or warnings after the related action. Screen…
Keep website add-ons useful and dependable
Chat boxes, maps and booking panels each have a purpose, but adding them everywhere can make a page harder to use. List what each one helps visitors do and…
Keep website shortcuts from interrupting typing
Single-key shortcuts can activate page features while visitors are entering text or using speech input. A convenience feature then changes the page…
Keep wide tables from stretching the whole phone page
A detailed table may legitimately need more width than a phone offers. If the whole page becomes wide, visitors must also scroll ordinary headings and…
Keep words readable over every version of a photograph
Text placed over a photograph may be readable in one desktop crop and disappear against a bright area on a phone. The image changes the effective background…
Let each care home keep its local information accurate
A group website needs consistent presentation, but local teams usually know when visitor arrangements or contact details change. Give each home a clear way…
Let keyboard users choose search suggestions
A search box can display useful suggestions that only respond to mouse clicks. Keyboard users can type a query but cannot choose the same suggested…
Let keyboard users go straight to the page's information
A skip link can appear to work because the page scrolls, yet keyboard focus remains in the header. The next Tab press then resumes the same long navigation.
Let patients paste information into forms
Blocking paste can make visitors retype long email addresses or reference strings, introducing mistakes and excluding some assistive workflows. The…
Let patients review a request before sending it
A review screen may use a broad clickable panel or a misleading Continue button that actually sends the request. Visitors checking their details can trigger…
Let patients skip genuinely optional sections
An optional section can be labelled clearly yet still require every question to pass answer checking before the visitor can skip it. The promised choice…
Let patients try again after a known sending failure
A button disabled during submission can remain disabled after a failure. The form then appears ready for correction but offers no way to try again.
Let people enter their names as they use them
Overly restrictive name fields can reject apostrophes, spaces, accents or longer names. Visitors may alter their identity simply to get past a website's…
Let staff edit pages without publishing unfinished work
The website editing tool should match how your team works. Someone drafting a service update may need help checking the facts before it goes live. Make…