Therapy service page and enquiry-path planner

Prepared by Derrick Kityo · Reviewed

Review the service page and first contact as one journey. Keep the initial task clear and agree where information belongs before adding form fields.

Completed fictional practice example. The wording, roles and routes are illustrative, separate from Karin Young or Cornerstone client processes.

1. Service introduction

Example decision
Explain the support offered using approved practice wording.
Owner
Practice lead
Review check
The intended audience and service boundaries are understandable.

Your notes

2. Practical information

Example decision
Give the agreed format, location and route to ask about availability.
Owner
Practice editor
Review check
Information is current and readable on a phone.

Your notes

3. Initial enquiry

Example decision
Ask for relevant contact details and a preferred reply route.
Owner
Enquiry owner
Review check
Labels and next steps are clear, with no request for an unnecessary personal history.

Your notes

4. Sensitive follow-up

Example decision
Use a separately agreed process if more detailed information is needed.
Owner
Practice lead
Review check
The receiving team knows which process to use and who owns it.

Your notes

5. Confirmation

Example decision
Explain when and how the practice normally responds.
Owner
Enquiry owner
Review check
The acknowledgement matches the actual follow-up process.

Your notes

Use this with your team

  1. Choose one service page and follow the contact route as a new visitor.
  2. Replace the example decisions with your practice’s approved information and actual owners.
  3. Test with fictional details, then review the receiving process with the practice lead.

Source notes

ICO: health and special-category data
The practice should review the intended information and its handling. This website planning worksheet does not establish a suitable clinical information system.

W3C WAI: forms tutorial
Use this guidance when reviewing labels, instructions, validation and clear success or error messages. Ask only for information needed for the task.