What to change
Ask the practitioner and service owner what language support can accurately be described. Distinguish personal language ability from an arranged interpretation service and its booking requirements.
A worked example
Illustrative example
A profile says patients can contact reception to ask about an appointment in a named language. A separate page explains the practice's process for discussing interpreter support rather than treating the two as identical.
How to check the result
A visitor knows how to check language arrangements before relying on them.
A mistake to avoid
Do not imply that conversational ability, translated website copy and professional interpretation provide the same service.
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.
Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.
Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
Turn the brief into a working service
Kay & Co. can help you scope the work, design the experience and deliver the right solution for your organisation.
Explore websites & patient experience services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.