Tell people what happened after they send an enquiry
A thank-you message is polite, but it must also explain the result. Has the practice received a question, recorded a request or confirmed an appointment?…
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Websites & patient experience resources · page 16
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Websites & patient experience resources
Showing 361–381 of 381 resources, ordered by title.
Tell people what they need before starting a form
Visitors start a lengthy request and only discover at the end that they need a referral reference or particular appointment information. The introduction…
Tell visitors which language replies will use
A visitor writes through a translated enquiry page and expects a response in that language. The practice may need to arrange support or may use a different…
Update downloads and their website descriptions together
Replacing a document is only part of the update. The page summary, link label and related messages may still describe its previous contents. Treat those…
Update the website when a clinician leaves
Patients may still arrive through an old profile link after a clinician has left. Give them an accurate explanation and a useful next contact, while…
Update translations when service instructions change
The English page changes an entrance or booking route, but translated pages still describe the old arrangement. Patients receive conflicting instructions…
Use clear photographs without slowing the page
Large original photographs are useful for editing, but a website usually needs versions sized for where they appear. Ask your supplier to prepare those…
Use consistent appointment names across languages
A service has one translated name on the website and another in messages from the practice. Patients may think the confirmation refers to a different…
Use page templates that help staff include the right information
A useful template gives editors a clear starting point without making every service sound identical. Include space for the questions patients need answered:…
Use service names people recognise inside forms
A service dropdown uses abbreviated internal names that do not appear on the website. Visitors guess a category and then describe the same question again in…
Use staff photographs to help patients recognise the team
A profile uses a stock image or an old group crop without an accurate caption. Patients may assume it shows the practitioner they booked to see. A real…
Use the same appointment names on pages and letters
The website promotes a review, the confirmation says follow-up and the preparation document uses an internal code. Patients may believe they have received…
Use website menu names patients understand
Your menu should reflect the questions people bring to the practice. Department names and service abbreviations may be familiar to staff but invisible to a…
What should a dental complaints procedure include?
A practical UK guide to publishing a clear dental complaints procedure, routing NHS and private concerns, setting timescales and auditing the process.
What should an online doctor website explain before patients book?
A UK guide to the provider, suitability, consultation, prescribing, fees, privacy and follow-up information patients need before booking online care.
Write checkbox wording people can understand
A form contains a broad checkbox that visitors may interpret as agreeing to treatment, marketing or data sharing, although it only acknowledges a specific…
Write clinician biographies around patient questions
A warm biography can still be concise about practical matters. Start with what the clinician does here, which appointments they provide and where someone…
Write directions that help people reach reception
A map shows where a building is, but often misses the final part of the visit. Explain the correct entrance, recognisable signs and where people should…
Write download links people can understand
A useful link explains what opens and why someone might need it. Name the document, identify its format and include practical context where it affects the…
Write search descriptions that match the page
A search description is a small promise about what comes next. If it advertises booking information, the destination needs to explain how to book. If it…
YMYL: checking healthcare content before people rely on it
A practical review process for healthcare pages where inaccurate information could affect someone's health, finances or important decisions.