Make physiotherapy referral instructions easy to follow
Professional referrers need a clear administrative route, and patients need to understand what they should do themselves. Explain the practice's approved…
The Kay & Co. resource library
Booking & enquiries · page 4
Help people request appointments, follow up, prepare for visits and understand what happens next.
Find an answer
Search a question, a task or a few words.
Search results
Matching resources
The complete list
All booking & enquiries resources
Showing 73–90 of 90 resources, ordered by title.
Make sure care home enquiries reach a named team
A website enquiry is forwarded between central marketing and a local home without a named next owner. The report counts a lead but nobody confirms…
Make sure website enquiries reach an available team
A contact form is only useful if somebody takes responsibility for the messages it sends. Agree who checks new enquiries, who covers absence and how the…
Put cancellation information where patients need it
A cancellation page links to a long terms document but provides no context about which policy applies. Visitors may act without recognising the relevant…
Separate patient details from reply contact details
A form mixes patient identity fields with the details of the person making the enquiry. When a relative completes it, staff cannot tell whose number they…
Separate patient questions from professional referrals
A general form accepts patient questions and referrals from professionals. Its instructions are written for both audiences at once, so neither knows which…
Show which enquiry questions still need an answer
A patient asks about fees, availability and a report. Reception answers the first two, while the report question needs another team. A generic resolved…
Tell patients what happens after an intake form
A patient submits intake details but does not know whether an appointment has been arranged. People submitting intake details want to know whether they have…
Tell patients when to expect a reply
A contact page promises a reply within a set period but does not say whether it counts only the team's working hours. Weekend enquiries create expectations…
Tell patients whether they need to print documents
A preparation page says bring this letter even though many patients receive the details only by email. They cannot tell whether showing the confirmation on…
Tell patients which documents to bring
A preparation page says bring your documents, leaving patients unsure whether this means identification, referral paperwork, insurance details or previous…
Tell patients which organisation will reply
A practice forwards a visitor's request through an agreed process to an independent provider. The visitor then receives a reply from an unfamiliar…
Tell people what happened after they send an enquiry
A thank-you message is polite, but it must also explain the result. Has the practice received a question, recorded a request or confirmed an appointment?…
Tell people what they need before starting a form
Visitors start a lengthy request and only discover at the end that they need a referral reference or particular appointment information. The introduction…
Use service names people recognise inside forms
A service dropdown uses abbreviated internal names that do not appear on the website. Visitors guess a category and then describe the same question again in…
What should a dental complaints procedure include?
A practical UK guide to publishing a clear dental complaints procedure, routing NHS and private concerns, setting timescales and auditing the process.
What should an online doctor website explain before patients book?
A UK guide to the provider, suitability, consultation, prescribing, fees, privacy and follow-up information patients need before booking online care.
Write checkbox wording people can understand
A form contains a broad checkbox that visitors may interpret as agreeing to treatment, marketing or data sharing, although it only acknowledges a specific…