Websites & patient experience · Website help · Downloadable information

Explain differences between a web page and its printable summary

A printable summary is shorter than the service page. Patients may assume an omitted exclusion or booking step no longer applies because the print version looks like complete guidance.

What to change

Define the summary's purpose and ensure it retains the practical facts needed for that purpose. Do not remove a condition that changes what the reader should do next.

A worked example

Illustrative example

A printable visit guide keeps the correct address, arrival instructions and appointment-help route. It links to the full service information for broader questions, rather than compressing everything into vague slogans.

How to check the result

The print version supports its intended task without contradicting or silently weakening the fuller explanation.

A mistake to avoid

Do not call a document a summary if it actually contains different booking rules from the website.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to record

Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.

Healthcare website design showing connected desktop and mobile service and enquiry layouts.
Make the service and next step clear on every screen.
Healthcare website accessibility illustrated by a focus outline, keyboard key, contrast samples and form.
Review keyboard access, contrast and understandable form fields.
Healthcare website testing with desktop and mobile forms, a checklist and success and error states.
Check complete journeys and explain failures clearly.

Further reading

These primary sources provide additional context for the project decisions above.

Related decisions

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