Hospital Patient Experience Checklist
Workmates Technologies
Review the information and communication around a patient's visit.

For hospital management, reception, marketing and digital teams. Use this to identify friction in non-clinical touchpoints. It does not assess clinical quality or replace healthcare, privacy or compliance advice.

Mark each item Working Well, Needs Review or Not Applicable. Record the owner of each improvement.

 Before contact

- [ ] Hospital name, location and contact details are accurate across public channels.
- [ ] Specialities and services are described clearly and approved by the hospital.
- [ ] Doctor profiles and availability information have an update owner.
- [ ] Emergency and general enquiry information are clearly distinguished.
- [ ] Mobile visitors can find directions and contact options easily.

 Finding answers

- [ ] Navigation uses terms patients understand.
- [ ] Appointment instructions are easy to locate.
- [ ] Important text, buttons and forms are readable and usable.
- [ ] Language needs and accessibility barriers have been considered.
- [ ] Medical information has an appropriate clinical review process.

 Appointment requests

- [ ] Patients understand whether they are requesting or confirming a booking.
- [ ] General enquiry forms avoid unnecessary medical information.
- [ ] Requests reach a named team or responsible role.
- [ ] Acknowledgements explain the next step accurately.
- [ ] Staff have a process for unavailable slots and unresolved requests.

 Preparing for the visit

- [ ] Directions, arrival points and contact numbers are clear.
- [ ] Preparation instructions come from approved clinical sources.
- [ ] Required documents are explained where appropriate.
- [ ] Patients know how to request a change or clarification.
- [ ] Reminders use appropriate channels and permissions.

 Handoffs and support

- [ ] Reception understands what digital forms and messages promise.
- [ ] Enquiry handoff responsibilities are documented.
- [ ] Staff know where to route questions they cannot answer.
- [ ] Feedback and concerns reach an accountable person.
- [ ] Access to personal information is limited appropriately.

 Review and improvement

- [ ] We can identify common questions caused by missing information.
- [ ] Response-time measurement has a consistent definition.
- [ ] We distinguish contact clicks, received requests and confirmed appointments.
- [ ] Patient and staff feedback inform priorities.
- [ ] Changes have owners and review dates.

 Your next action

Choose three gaps that create uncertainty or repeated work. For each, record:

| Gap | Who is affected? | Responsible team | Proposed change | Review date |
|---|---|---|---|---|
| | | | | |
| | | | | |
| | | | | |

Workmates Technologies can help review website information, forms, branding and communication touchpoints. Additional software needs require separate assessment.