Explain what joining a waiting list means
A visitor submits a waiting-list form and believes they now have a place in the appointment diary. The acknowledgement does not explain what the request…
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Websites & patient experience resources · page 5
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Websites & patient experience resources
Showing 97–120 of 381 resources, ordered by title.
Explain what makes an unavailable button usable
A faded button can tell visitors that an action cannot be used without explaining what would make it available. The missing step may be somewhere outside…
Explain what self-referral starts
A practice says no referral needed, which visitors interpret as guaranteed access to any advertised appointment. The team still needs to check which booking…
Explain what to do when arriving early
A patient arrives well before their appointment and finds that the practice has limited waiting space or a locked entrance between sessions. The website…
Explain when a practitioner is not accepting new patients
A profile remains relevant for existing patients, but its book now invitation attracts new enquiries the practitioner cannot accept. Removing the whole…
Explain when an appointment-change request is confirmed
A patient submits a change form and assumes the original booking is gone. The team still needs to review the request and agree an alternative. The moment…
Explain when to complete pre-appointment paperwork
A patient receives a form link but the website does not say whether it should be completed before the visit or at reception. They cannot plan the practical…
Explain where companions can wait
A companion arrives expecting to wait inside the practice, but the shared building has a different waiting arrangement. The website gives no information…
Explain where patients can be dropped off and collected
A map directs drivers to the building, but a passenger being dropped off cannot tell which entrance is closest or where collection should happen. Parking…
Explain which parts of your website are translated
Some practice pages are translated while others are still available only in the source language. Readers may assume an absent translated page means the…
Explain who can answer questions about shared premises
A person contacts the host practice about a provider using another room. Reception can give building directions but cannot access that provider's diary or…
Explain who patients may see when a colleague provides cover
A patient's usual practitioner is unavailable and the profile offers another person's booking route without explaining the relationship. Visitors may think…
Explain who will answer a website enquiry
A service page invites visitors to ask a question, but the form reaches reception. People may expect an individual clinical answer from a practitioner…
Explain why the building has a different name
A confirmation names the practice, while the entrance and map show a building or former business name. Patients may think they have arrived at the wrong…
Explain why your enquiry form asks for a phone number
A form asks for both email and telephone details without explaining how either will be used. Visitors may supply a number they do not expect the practice to…
Fix booking links that open the wrong clinic
A profile or service page sends visitors to a general provider account with several branches. The first branch shown may not be the one described on the…
Give a clear route for clothing and personal-item questions
Patients ask practical questions about what to wear or bring, but the website mixes practical suggestions with clinical preparation. A general answer may…
Give billing questions a clear contact route
Patients use a clinical enquiry form to ask about an invoice because the contact page offers only general enquiries. They may include unrelated personal…
Give complaints a clear and respectful route
A patient wants to raise a concern but the website offers only a sales-style enquiry invitation. The tone and questions make the complaint route difficult…
Give different website menus clear names
A page can expose several navigation regions with the same generic name. Screen reader users hear repeated Navigation entries without knowing which contains…
Give each clinic a dependable location page
An accurate address is the beginning of a useful location page. Patients may also need the entrance, reception contact, opening arrangements and a route to…
Give each service page a clear next step
A row of equally prominent buttons can turn a simple decision into work. Start with the action this service actually needs: booking an available…
Give helpful options when website search finds nothing
A blank search result should not be the end of the conversation. Explain that no matching page was found and offer sensible ways forward, such as browsing…
Give maps, booking tools and other embedded tasks clear names
Several embedded frames can appear as unnamed regions to accessibility tools. Visitors cannot distinguish a booking widget from a map or document viewer…