Practice and health information without extra barriers to access

• Contact details are needed urgently

  Phone numbers, opening hours and information on how to reach you must be understandable and easy to find. For important information, do not rely solely on a graphic or an embedded map.

• Appointment tools often sit outside the website

  A button may lead to another provider. Check calendar operation, field labels, errors and confirmations there with suitable test data.

• Simplification must not change the content

  Even a text in simple language can be factually wrong. Conditions and important notes must be preserved; medical statements need a review by someone with professional responsibility.

• Improve public contact options

  Check the pages on contact, directions and services. Add easily accessible alternatives and check link texts, contrast and operation without a mouse.

• Test appointment requests end to end

  Walk through the journey from the appointment overview to the confirmation manually. Check that error messages are understandable and that all necessary steps are possible with a keyboard and suitable assistive technology.

• Explain organisational information clearly

  Use an AI draft for general notes on getting in touch, for example. Review the output editorially and, for professional statements, also have it checked by a suitably qualified person.

1. 1

   Separate public and protected content

   Choose public information pages and document external appointment services. Do not use patient records or third-party health data as scan, document or AI input.

2. 2

   Examine information pages automatically

   Check typical pages within the limits of your plan and sort the problems found. A technical sample confirms neither medical accuracy nor the usability of a protected portal.

3. 3

   Check contact tasks with test data

   Test search, appointment, cancelling midway and feedback manually. Check that there are accessible alternatives for people who cannot complete the digital journey, and coordinate changes with the respective provider.

4. 4

   Approve changes professionally and technically

   Review new texts, forms and notices before publication. Update the documented testing status and recheck affected journeys after changes.

• Check your public website

  Examine contact and information pages as a technical sample.

• Understand contact forms

  Use practical checkpoints for fields, errors and feedback.

• Draft clearer information

  Only use approved source texts and review the output responsibly.

• Document known barriers

  Publish scope, alternatives and contact details in a reviewed version.

Which framework applies depends on the country, the operator and the specific service. The following notes help you find the right original sources and next testing steps. The linked official sources are in German.

• DE

  Germany

  In Germany, distinguish between public operators and private services. Being a healthcare provider does not by itself determine BFSG requirements; the specific digital service also matters.

  Guidance for GermanyBFSG § 1: scope
• AT

  Austria

  In Austria, check federal or state law for public operators. For private services, distinguish between the BaFG and other equality rules based on the specific service.

  Guidance for AustriaSozialministeriumservice: telling WZG, state law and BaFG apart
• CH

  Switzerland

  In Switzerland, the BehiG distinguishes public services from private services, which it covers only to a limited extent. Operator, cantonal requirements and specific services each need their own assessment.

  Guidance for SwitzerlandEBGB: scope of the Swiss Disability Discrimination Act (BehiG)