Accessibility statement

What this statement covers

This statement is about the pages a patient uses: booking online, the patient portal, forms sent by link, checking in at the clinic, video appointments, and the pages linked from the messages we send. It also covers the pages staff use, which are noted separately below.

We want everyone to be able to use these pages. That means you should be able to zoom in to 400% without the page scrolling sideways, use every part with a keyboard alone, use a screen reader, and read the text in plain English or in your own language.

How accessible it is

Our aim is the Web Content Accessibility Guidelines (WCAG) version 2.2 at level AA. The patient pages are partially conformant: most of them meet the standard, and the parts that do not are listed below.

What we check, on every release

• Automated checks against WCAG 2.2 AA on the booking page, the portal, the sign-in page, forms, check-in and this page, at both desktop and phone sizes.
• Keyboard-only journeys: signing in, moving through the portal, and booking an appointment without a mouse.
• Reflow at 320 pixels wide, which is a normal window at 400% zoom.
• Colour contrast: our palette was adjusted so that every button and link meets 4.5:1.
• Focus is always visible when you use a keyboard, and the page tells a screen reader where it is after each step.
• Your operating system’s settings for reduced motion, increased contrast and high-contrast colours are honoured without you setting anything here.

What we have not yet done

We have not yet completed a full manual test with a screen reader (NVDA on Windows and VoiceOver on iPhone) and with Windows High Contrast. That work is planned, and this statement will be updated when it is done. Automated checks find about a third of the problems a person would; we do not claim more than they show.

Known problems

• Translations. The pages are available in ten languages besides English. Those translations were made by machine and have not yet been checked by a person. Each page says so in that language. Until they are checked, please ask the clinic if anything is unclear.
• Documents from your clinic. Letters, forms and files a clinic uploads or sends are the clinic’s own, and may not be accessible. Ask the clinic for another format; you can also record that need in the portal so it is remembered.
• Card payments. The page where you enter card details is provided by Stripe, our payment provider, and is covered by their accessibility statement rather than ours.
• Video appointments. The video call uses your browser’s own controls for camera and microphone, which we cannot change.
• The staff diary. The diary includes patterns, text labels and a list view as alternatives to colour and the timetable grid. Full manual testing with assistive technology is still pending; the staff pages are not yet fully conformant.
• Emails. We send both formatted HTML and plain-text messages. Layout and reading order can vary between email apps; contact the clinic if you need another format.

Asking for what you need

You can tell your clinic what would make your visits easier, and it is remembered for every visit: large print, easy read, an interpreter including British Sign Language, extra time, a ground-floor room, a quiet place to wait, contact by text rather than phone, or anything in your own words. Go to your portal and choose Access needs, or tell the clinic when you book or arrive. We record what you need, never why.

You can also choose the language your portal, reminders and confirmations are in, from the picker at the top of every page.

Telling us about a problem

If you cannot use part of these pages, or find something that does not work with your assistive technology, we want to know. For anything about a visit, ask your clinic first; they can change the appointment. For a problem with the software itself, email accessibility@theclinicdiary.com. Tell us which page, what you were trying to do, and what technology you use. We aim to reply within five working days.

If you are not happy with how we respond, the Equality Advisory and Support Service (EASS) gives free advice on your rights under the Equality Act 2010.