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Writing Plain-Language Safety Notices for Patients and Carers

Write safety notices in plain language so patients and carers understand digital risks.

Published · 11 December 2025Topics: communication, patient-engagement, clinical-safety

Executive Overview

Clear safety notices help patients and carers use digital services appropriately, understand risks, and know when to seek urgent help. This guide explains how to craft notices that meet NHS standards, use plain English, and build trust.

Know the Essentials of Plain-Language Communication

  • Use everyday vocabulary: avoid clinical jargon; explain unavoidable terms in simple words.
  • Keep sentences short: aim for 15–20 words per sentence and use active voice.
  • Structure for scanning: use headings, bullet points, and white space so readers can find key information quickly.
  • Write in British English: align with NHS style (for example, “organise”, “licence”, “programme”).
  • Check readability: target a reading age of 12–14 and verify using tools such as the Plain English Campaign checklist.

Include the Right Content

Plain-language safety notices for digital services should cover:

  1. Purpose: what the service is for and who should use it.
  2. How it works: brief steps explaining what happens after submission or contact.
  3. Response times: when patients can expect a reply and what happens outside service hours.
  4. Emergency guidance: clear instructions to use 999 or NHS 111 for urgent or life-threatening issues.
  5. Privacy and consent: how information is used, stored, and who can access it.
  6. Accessibility options: alternative routes for people who cannot use the digital service (phone, translation, in-person support).
  7. Contact information: how to reach the practice for follow-up or to change/cancel requests.

Follow NHS Standards and Accessibility Guidelines

  • Align with the Accessible Information Standard by offering information in alternative formats (large print, easy read, translated versions) where required.
  • Ensure notices meet Web Content Accessibility Guidelines (WCAG) 2.1 AA when published online.
  • Provide versions suitable for different channels (website, SMS, printed leaflets).
  • Test notices with patient participation groups (PPGs) or carers to confirm clarity and tone.

Use Consistent Tone and Safety-Netting Language

  • Open with a supportive message (“We are here to help you” or “This service helps us respond quickly”).
  • State clearly when the service should not be used (“Do not use this form if you have chest pain or severe breathing difficulty—call 999”).
  • Encourage patients to tell staff if they cannot access the service (“If you cannot use online forms, please call us on…”).
  • Reinforce confidentiality and respect for patient preferences.

Maintain and Review Notices

  • Review notices at least every six months or after significant changes to services, response times, or regulations.
  • Update references to response times, contact details, or system names immediately when they change.
  • Record reviews in the safety file, noting who approved updates and the date.
  • Monitor patient feedback and incidents to see if adjustments are needed.

Scenario: Seaview Medical Practice

Seaview rewrote its online consultation notice using plain language and headings. The notice explains how to submit a request, when to expect a response, and provides emergency instructions. They added contact details for patients needing translation or telephone support. Patient enquiries about urgent care dropped by 35%, and staff reported fewer misdirected messages.

Pitfalls to Avoid

  • Overloading with detail: keep notices concise; link to longer guidance if needed.
  • Inconsistent messaging: ensure website, SMS, and printed notices carry the same core information.
  • Forgetting accessibility: provide alternative formats and channels for patients who need them.
  • Failing to review: outdated notices damage trust and can lead to unsafe use.

Action Checklist

  • Draft or revise notices using plain-English principles and NHS style.
  • Cover purpose, process, response times, emergency guidance, privacy, accessibility, and contact information.
  • Obtain review from clinical safety leads and patient representatives.
  • Publish notices across all relevant channels and offer alternative formats.
  • Schedule regular reviews and log updates in the safety file.

Resources to Bookmark

Key Takeaways

Effective safety notices use plain language, clear structure, and consistent messaging to guide patients. By following NHS standards and updating notices regularly, practices support safe digital access and build patient confidence.