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Configurable messages for practices

Introduction

Configurable messages for practices are short, customised messages from your GP practice to your patient base.

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 on which they appear.

While these are customisable, it is important that your practice applies the principles of this style guide. This helps to ensure that your practice’s messaging is aligned to NHS Wales principles, and that patients across Wales are receiving a consistent experience.

Best practice for plain English and health writing

  • Avoid medical jargon – see the A to Z of NHS health writing
  • Use plain English and strip out unnecessary words – even courtesy words like ‘please’ or ‘thank you’; it needs to be short and to the point and your space is limited
  • You can use contractions such as “you’re” or “you’ll” – but avoid negative contractions like “can’t” or “don’t”. Use “cannot” and “do not”. Research shows that contractions can be confusing for some users.
  • Keep to one point per message - too many points or calls to action will be confusing and the user may misunderstand
  • Do not write in BLOCK CAPITALS – this can be alarming or off-putting
  • Do not include named contacts
  • Avoid multiple points of contact within a message, which can confuse the reader
  • Do not write in html

Voice and tone

While in-App messaging must be kept short, continue to bear in mind that your messaging must be professional and consistent with 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

Book a GP appointment

 

Suggested maximum character count: 250 characters

Style/content notes:

  • If you have more than one branch, remind them to choose the correct location when booking
  • Specify the type of consultations you offer, eg:
    • routine pre-bookable GP appointments
    • triage appointments
    • blood tests
    • smear tests
    • asthma/COPD
    • Healthcare Assistant (HCA)
  • If you have eConsult or other apps available, provide a link within the message
  • Do not write in HTML

Sample message:

[Tailor this message to what your practice offers – if you use eConsult, include a link]

You can book the following types of appointments online:

  • routine pre-bookable GP appointments
  • triage appointments
  • blood tests
  • smear tests
  • asthma/COPD
  • Healthcare Assistant (HCA)

You can also contact your GP online with an eConsult form [link] This helps us to triage your request and schedule appointments according to urgency.

Order a repeat prescription

 

Suggested maximum character count: 250 characters

Style/content notes:

  • State the typical turnaround time for processing repeat prescription requests
  • State that it is from a pharmacy, a not chemist
  • Do not write in html

Sample message:

Please 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]


Style/content notes: 
Include link for other apps such as eConsult, if applicable
 
Sample message: 
We are pleased to announce that you can now access health services from [your practice name] on the new 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 now also use the App to securely and simply: 

  • book routine appointments 
  • order repeat prescriptions 

To access GP practice services online via the App, you must have a fully verified NHS login, or a valid photo ID to set one up.

The first time you go to the App, you will be asked to enter your GP practice postcode. Enter the postcode [your practice postcode] and select this practice to continue. 

Help with GP Search

Help with NHS login

You can also contact your GP online with an eConsult form [include link] This helps us to triage your request and schedule appointments according to urgency.

To download the NHS Wales App to your device, search “NHS Wales App” in Google Play or the Apple App Store.