How to write practice website pages patients understand
By Sreeni, Editor · Last reviewed 10 October 2026 · 5 minute read
Why plain English matters
People visit your website to do something: order a prescription, book an appointment, find your opening times. Many are unwell, worried, reading on a phone, or reading in their second language. Plain English helps all of them, and it’s faster for everyone else too. NHS England’s guide for practice websites recommends a reading age of 9 to 11.
The NHS writing rules
The NHS digital service manual sets out how the NHS writes. The key rules:
- aim for a reading age of 9 to 11
- use short sentences of up to 20 words, and short paragraphs of up to 3 sentences
- use the active voice: “order a prescription”, not “prescriptions can be ordered”
- use short, everyday words: “get” rather than “obtain”
- avoid medical jargon, or give the plain term first and the medical term after
- use subheadings and bullet points so people can find what they need
Before and after
| Before | After |
|---|---|
| Patients wishing to request a repeat prescription should utilise the online facility. | Order a repeat prescription online. |
| The surgery operates an appointment system for all consultations. | You need an appointment to see a GP or nurse. |
| In the event of a medical emergency, please telephone 999. | In an emergency, call 999. |
Habits that help
- Start every page with the answer to the question people came with.
- Read your page out loud. If you run out of breath, the sentence is too long.
- Ask someone outside the practice to find something on your website, and watch where they get stuck.
- Check your pages every few months, and remove anything out of date.
Correct as of October 2026. This guide reflects the GP contract and NHS England guidance at that date. Contracts and guidance change, so check the latest from NHS England and the BMA (linked above) before acting on it.
This guide is general information, not legal or contractual advice.