Explain service names inside an enquiry form

What to change

Use the service names patients have already read and explain genuinely ambiguous options. Preserve an appropriate uncertainty route so people do not need professional knowledge to contact the practice.

A worked example

Illustrative example

A practice replaces an internal appointment code with the public name initial consultation. A separate option lets visitors ask about appointment choices when they have not been advised which service to use.

How to check the result

A person arriving from a service page can recognise the same option without translating internal terminology.

A mistake to avoid

Do not force visitors to select a diagnosis or clinical category just to send an ordinary administrative enquiry.

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 recordCompare each option with the corresponding service page title.Add a brief distinction for options that patients commonly confuse.Explain how someone can ask for help when none of the listed services matches their question.

Evidence, open questions and decisionsNext action and responsible role

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