The NHS Content style guide recommends using the term ‘surgery’ or ‘GP surgery’ rather than ‘practice’ when writing for the public. When writing for healthcare staff, it recommends the word ‘practice’. For example, ‘practice managers’ and ‘GP practice team’.

Many patients are confused about the range of services that are available online and where to look for them. However, the research found that ‘online form on the surgery’s website’ was understood. By contrast, using ‘online consultation form’ without specifying where to find it (ie on the surgery’s website) was not understood. Similarly, using the brand name of the form’s supplier, for example, ‘use an eConsult/AccuRx/Klinik (form)’,  was not understood.

There are three ways to get in touch with us at this surgery. Use an online form on our website, call us or visit the surgery. Pick the option that suits you best.

Guidance notes

The heading, ‘There are three ways to get in touch with us at this surgery’ helps navigate readers to the key information in the text that follows.

‘Get in touch’ is seen as friendly and approachable by patients – helping to establish confidence and trust.

Research found that it is important to reassure patients that their surgery has their best interests at heart and that in addition to the new online forms, telephoning and visiting in person continue to be available to patients who need or prefer to use them. Some patients have difficulties using one or more contact routes. Barriers to access include:

• Having little or no access to the internet and/or finding digital systems difficult to use
• Having little or no access to landline phones or mobiles, finding it hard to get through, difficult to speak, hear, understand or be understood, finding it too expensive, particularly if kept on hold
• Being unable to visit a surgery in person.

‘Use an online form on our website, call us or visit the surgery’ reassures patients that they will be able to get in touch by any of these three routes.

‘Online form on our website’ explains where the form is to be found and suggests how it may be used – distinguishing it from other online services, for example, from getting a repeat prescription or reading online advice about health conditions.

Please note that for the approach to work for patients, the practice’s website needs to make it easy to find the online form and explain how and when to use it. See Creating a highly usable and accessible website for patients.

‘Pick the option that suits you best’ reassures the patient that it is their choice.

Recommended phrasing:

There are three ways to get in touch with us at this surgery.

Go to our website or use the NHS App / Patient Access app / AirMid app / other named app and use an online form to request care, call us or visit the surgery. Pick the option that suits you best.

Guidance notes

If the practice encourages use of one specific app-based service, such as the NHS App or another similar service, this can also be included.

As well as describing the ‘online form’ route via the surgery’s website, the text also describes how the forms can be accessed through the NHS App, or another named app, where this is available, as, it should be noted, the NHS App is not integrated with all types of online consultation systems and forms.

Please also note that for the website approach to work for patients, the practice’s website needs to make it easy to find the online form and explain how and when to use it – see Creating a highly usable and accessible website for patients.