Keep form questions visible while patients answer
A contact field can look understandable while empty because its placeholder provides the only label. After typing, visitors must remember which information…
The Kay & Co. resource library
Forms & online requests
Help visitors send an enquiry, correct a mistake and finish an online task without getting stuck.
Find an answer
Search a question, a task or a few words.
Search results
Matching resources
A useful starting point
Start here
Take patients straight to the form detail that needs fixing
An error summary can explain what failed while leaving visitors to hunt through a long form. This is especially frustrating when the affected field is…
Keep form choices when patients go back to check them
A multi-step form may forget an earlier choice when the visitor returns to check it. The displayed journey can then contradict the review screen or require…
The complete list
All forms & online requests resources
Showing 1–24 of 56 resources, ordered by title.
Accept telephone numbers in familiar formats
A telephone field may reject spaces, a leading plus sign or pasted formatting. The visitor sees a failure even though reception could use the number without…
Avoid losing entered answers after an accidental outside tap
Some popups close when the visitor taps outside them. On a small screen, an imprecise tap can dismiss a form and silently discard several answers.
Be honest when a connection fails before confirmation arrives
A connection can fail after the server receives an enquiry but before the confirmation reaches the browser. A simple Send again instruction may cause a…
Check that saved contact details go into the right boxes
Saved browser information can speed up a contact form, but incorrect field identification can place a telephone number in a reference box or overwrite a…
Distinguish a saved draft from a sent enquiry
A draft-saving indicator can be mistaken for final submission, particularly when both actions use a green success message. Visitors may leave believing the…
Do not send an offline draft later without making that behaviour clear
An offline form may queue a request and send it later without making that behaviour clear. The visitor can change their mind while assuming nothing has been…
Does a UK healthcare website need a cookie banner?
A practical UK guide to healthcare website cookie banners, including essential functions, analytics, advertising tags and April 2026 ICO guidance.
Explain clearly when an enquiry cannot be sent offline
A visitor can lose connectivity while completing a form. Pressing Send may then produce a spinner with no indication that the request has not reached the…
Explain form mistakes with words as well as colour
A red outline can be difficult to distinguish and does not explain how to recover. Visitors may know that something failed without identifying which…
Explain what happens if a form page is refreshed
Visitors sometimes refresh a slow page or accidentally reload it. A form that unexpectedly loses work can look unreliable, while unexplained persistence can…
Give people time to finish an answer before flagging a mistake
A field that displays an error after the first typed character may appear broken or impatient. Repeated announcements can also interrupt someone listening…
Help patients leave unfinished forms deliberately
A prominent Cancel action can discard several screens of work immediately. Conversely, a vague warning can trap visitors who deliberately want to leave the…
Help visitors return to their task after signing in again
A session can expire while an authenticated page remains visually open. The next action may show a blank screen or send the visitor to a generic sign-in…
Introduce popups clearly when they open
A popup can open visually while keyboard focus stays on the underlying page. Visitors may operate hidden controls instead of the panel they just requested.
Keep correct form answers when one detail needs fixing
A visitor may complete several questions correctly but lose all their work because one answer is invalid. Repeating entry increases effort and creates…
Keep each form question connected to its choices
A screen reader (software that reads the page aloud) can announce several Yes and No options without the question they answer. Visual spacing alone may make…
Keep floating help from covering forms and important links
A floating assistance panel can overlap field errors, navigation or the final submit button. Visitors may need to move or close it repeatedly just to finish…
Keep form choices when patients go back to check them
A multi-step form may forget an earlier choice when the visitor returns to check it. The displayed journey can then contradict the review screen or require…
Keep form guidance visible when a correction is needed
An error message can replace the original instruction or appear so far away that visitors must remember both. The correction then introduces uncertainty…
Keep form questions visible while patients answer
A contact field can look understandable while empty because its placeholder provides the only label. After typing, visitors must remember which information…
Keep layered popups from losing the original task
Opening a help popup from inside another popup can confuse focus and dismissal order. Closing one layer may close both or return to a background page.
Keep optional questions optional when an answer is wrong
An optional field may reject a supplied value but then behave as though an answer is mandatory. Visitors cannot tell whether to correct it or leave it blank.
Keep small help messages available long enough to read
A tooltip can vanish when the pointer moves from its trigger toward the tooltip itself. Visitors cannot read larger content or select a link inside it.
Keep the existing attachment when someone cancels the file picker
Opening the device picker and cancelling can unexpectedly clear an existing attachment. Visitors may not notice the change before submitting a form they…