Explain when a booking requires a separate account

What to change

Describe the account requirement before the handoff. Explain its practical purpose using verified information, without making broad promises about privacy or long-term access.

A worked example

Illustrative example

A practice explains that its booking provider requires an account to manage online appointments. It separately identifies the clinical portal so an existing patient does not assume the two passwords are interchangeable.

How to check the result

The visitor understands which account is needed and where to ask for booking help.

A mistake to avoid

Avoid saying sign in with your patient account when the external service maintains a separate account system.

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 recordConfirm which system creates the account and the name visitors will see.State whether an existing portal account can be reused or is separate.Offer the practice's actual alternative for people who cannot complete the account step.

Evidence, open questions and decisionsNext action and responsible role

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