Separate patient questions from professional referrals
A general form accepts patient questions and referrals from professionals. Its instructions are written for both audiences at once, so neither knows which…
The Kay & Co. resource library
Websites & patient experience resources · page 15
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Websites & patient experience resources
Showing 337–360 of 381 resources, ordered by title.
Show a valid results page after filters change
A visitor on a later results page can apply a restrictive filter and see an empty page even though matching results exist earlier. The old page number no…
Show how appointment length affects the price
A price list contains several durations under one service name. Visitors may choose the cheapest slot without knowing which booking description applies to…
Show message limits before patients lose what they wrote
A message box may stop accepting text or reject a long answer only at submission. Visitors can lose a carefully composed enquiry without understanding the…
Show patients the correct entrance in a shared building
A building has a main entrance, a side entrance and several tenant signs. The postal address is correct, but it does not tell patients which door reaches…
Show the full wording people need before they choose
A long option or label can be shortened to an ellipsis without any usable way to see its full wording. Similar entries then become impossible to distinguish.
Show useful actions without requiring a mouse hover
A card may show its action button only when a mouse hovers over it. On a phone, the first tap can navigate unexpectedly or fail to reveal the hidden choice.
Show visitors which page they are viewing
A highlighted menu item may disappear when colours change or incorrectly identify a parent as the exact current page. Visitors lose a useful cue about their…
Show what an appointment price includes
A fee appears beside a service name, but visitors cannot tell whether it covers a consultation, a report or later contact. Reception repeatedly explains the…
Show where each practitioner offers appointments
A profile lists three practice addresses, but the practitioner attends only some sites or provides different appointment types at each. Visitors choose a…
Show which appointments each branch offers
A branch continues operating but stops providing one particular appointment type. A general open status and full service list give visitors the impression…
Show which button a keyboard user is about to activate
Some buttons reveal a hover effect but show no change when reached with a keyboard. Visitors cannot tell which action will respond to Enter or Space.
Show which enquiry questions still need an answer
A patient asks about fees, availability and a report. Reception answers the first two, while the report question needs another team. A generic resolved…
Show which physiotherapy services are available at each clinic
A list of clinic addresses does not explain which appointments happen at each one. Connect service information to the relevant locations, especially where…
Signpost different readers within one information pack
A pack combines patient instructions, professional referral notes and staff administration. Readers may follow a step that was written for someone else. A…
Stop one wide item making the whole page scroll sideways
One wide component can force the entire page to scroll horizontally on a small screen. Visitors then move sideways while reading ordinary paragraphs that…
Take patients straight to the form detail that needs fixing
An error summary can explain what failed while leaving visitors to hunt through a long form. This is especially frustrating when the affected field is…
Tell patients how they can pay before they arrive
A patient arrives expecting to use a payment method the practice cannot accept. The website says payment on the day but leaves the available methods…
Tell patients what to do with a downloaded form
A document library contains forms and information sheets with similar titles. Patients cannot tell which downloads are for reading and which must be…
Tell patients when to expect a reply
A contact page promises a reply within a set period but does not say whether it counts only the team's working hours. Weekend enquiries create expectations…
Tell patients whether they need to print documents
A preparation page says bring this letter even though many patients receive the details only by email. They cannot tell whether showing the confirmation on…
Tell patients which documents to bring
A preparation page says bring your documents, leaving patients unsure whether this means identification, referral paperwork, insurance details or previous…
Tell patients which organisation will reply
A practice forwards a visitor's request through an agreed process to an independent provider. The visitor then receives a reply from an unfamiliar…
Tell patients which questions they must answer
Visitors can overlook a small asterisk, misunderstand it or lose it when a field wraps on mobile. A submission failure then reveals requirements they could…