Configurable messages are short messages your practice can make available to patients in the App. They appear at key points in the journey as your patients use the App and are specific to the task or purpose of the page they appear on, for example:
- a welcome message, listing the consultations and appointments your practice offers
- booking GP appointments, telling patients what type of appointments they can book through the App
- ordering repeat prescriptions, reminding patients how long they need to wait before collecting a prescription from their nominated pharmacy
Use this short guide to help you create messages that are aligned to NHS Wales principles so patients across Wales get a consistent experience.
Voice and tone
While messages must be kept short, keep them professional and consistent with the NHS Wales voice and tone.
Our voice is neutral and factual. It's authoritative but also calm and reassuring. It's empowering, rather than patronising, and personal, rather than formal. We:
- address the user as you
- reassure by saying things like "Sertraline can cause side effects, but many people have no side effects or only minor ones"
- empower by saying things like "talk to your doctor about..." rather than "your doctor will tell you about …"
- avoid using "should" as it can sound patronising
Page specific messaging
Here are some example messages with some reminders of what to include. Remember to keep messages short, to the point and up to 250 characters.
Welcome message
Recommended maximum character count: 250 characters.
Style notes
List the type of consultations and appointments you offer, for example:
- routine pre-bookable GP practice appointments
- triage appointments
- blood tests
- smear tests
- asthma and COPD
- write in plain text, not html
Sample message
You can now access health services from [your practice name] on the NHS Wales App.
You can use the App to access NHS Wales services such as NHS 111 Wales health advice and blood and organ donation.
Qualifying patients can also use the App to:
- book routine appointments
- order repeat prescriptions
To access GP practice services through the App, you must have a fully verified NHS login, or a valid photo ID to set one up.
Book a GP appointment
Recommended maximum character count: 250 characters
Style notes
Remind patients to choose the correct location when booking. List the type of consultations you offer if you have more than one branch, for example:
- routine pre-bookable GP appointments
- triage appointments
- blood tests
- smear tests
- asthma and COPD
- provide a link within the message, if appropriate
- write in plain text, not html
Sample message
You can book the following types of appointments online:
- routine pre-bookable GP appointments
- triage appointments
- blood tests
- smear tests
- asthma or COPD
Order a repeat prescription
Recommended maximum character count: 250 characters
Style notes
- state the typical turnaround time for processing repeat prescription requests
- state that it is from a pharmacy, a not chemist
- write in plain text, not html
Sample message
Allow 3 working days before you collect prescriptions from the practice or your nominated pharmacy. If you do not see the repeat prescription you need to order, contact us on [telephone number].
Best practice for plain English and health writing
- avoid medical jargon, see the A to Z of NHS health writing
- use plain English and take out unnecessary words, even courtesy words like please and thank you
- keep messages short and to the point, as your space is limited
- use positive contractions such as you’re or you’ll, if you want to sound more informal and friendly
- use cannot and do not instead of negative contractions, like can’t or don’t, as research shows these are easier to read
- keep to one point per message as too many points or calls to action will be confusing and the user could misunderstand
- do not write in BLOCK CAPITALS as this can be alarming or off-putting
- do not include named contacts
- give patients a single point of contact within a message, if you want them to contact you
- if you use health terms, abbreviations or acronyms, explain what they mean
- write in plain text, not html