Why Do Healthcare Apps Use Vague Language That Makes Instructions Hard to Follow?

In recent years, healthcare apps have become a crucial part of delivering medical services remotely. Video consultations and online booking systems promise convenience by removing the need to travel. However, many patients find themselves frustrated by unclear instructions and vague language within these platforms. As someone who has sat through many video appointments, I've noticed a recurring issue: the technology can be slick, but the communication often isn’t.

This article explores why healthcare apps frequently use confusing language, the impact on patients, and how clearer communication could significantly improve the patient experience. We'll examine specific examples from video consultations and online booking screens and highlight why plain English patient instructions are essential to reducing confusion in portals.

The Promise and Pitfall of Remote Consultations

Remote consultations, especially video calls, are a fantastic innovation that eliminates the need for travel and makes healthcare more accessible. But while they replace the location of the appointment, they don’t replace the need for thorough assessment and clear communication.

For example, many healthcare apps notify patients to “prepare for your remote assessment” without specifying what preparation means. Will there be forms to fill in? What documents or symptoms should the patient have ready? If the instructions only say “log in 10 minutes early,” patients may arrive logged in but otherwise unprepared.

What happens when something goes wrong? This vague wording leaves patients guessing how the consultation will proceed or what to do if their internet connection drops or they can’t access a certain part of the portal. This creates anxiety and wastes valuable appointment time.

Booking Speed Is Not the Same As Care Quality

Online booking screens often prioritise speed and simplicity—aiming to get patients in front of a clinician as quickly as possible. While quick booking can be a boon, it does not always equate to effective care.

Minimal prompts: Many booking screens use generic terms like “choose appointment type” without explaining what each type means.
Insufficient guidance: Patients with complex or multiple health issues may not know which option to select or what information to prepare.
No clear next steps: After booking, patients may not receive clear instructions on what happens next or offer easy ways to contact a human if they have questions.

For example, a booking page might say “Select symptom category” with choices like “Pain,” “Skin,” or “Other.” While this might seem straightforward, the word “Other” is frustratingly vague. Is it for symptoms not covered elsewhere? What if the patient is unsure? Without plain English explanations, patients can select incorrectly, potentially affecting clinical prioritisation.

How Vague Language Harms Patients

Healthcare apps that don’t use clear language create unnecessary barriers, particularly for less tech-confident patients. These patients might struggle to:

Navigate portals that are full of medical jargon or unclear options
Understand how to prepare for a video consultation (e.g., what environment is needed, what documents to have ready)
Know what to do if they experience technical difficulties or have urgent clinical concerns
Identify when and how they can speak to a real person for help

Patients with lower digital literacy, older adults, or those who speak English as a second language face a double hurdle when faced with instructions that don’t use plain English or provide contextual examples.

For instance, a typical instruction might say: "Ensure stable internet connectivity and a quiet environment for the duration of your remote assessment." While grammatically correct, that’s quite abstract. What does “stable” really mean? Does a mobile data connection suffice? How quiet must the environment be—silent, or just away from traffic noise?

Examples of Better Practices

Some platforms are beginning to acknowledge this gap and improve their communication. Improved instructions might look like:

Booking screen prompt: “Choose the appointment that best matches your main symptom. If unsure, select ‘General consultation’ or call our helpline.”
Video consultation prep: “Before your video call, find a quiet room with good light. Use a device with a camera and microphone, like a smartphone or laptop. Have your medication list ready. If video fails, you’ll be offered a phone call.”
Contact options: A clearly visible button or message like, “Need help? Call us on [phone number] or chat with a volunteer between 9am and 5pm.”

Why So Much Vague Language? The Underlying Reasons

Understanding why healthcare apps tend to use vague or unclear language requires looking at several root causes:

Cause Description Example Impact Medical Jargon and Legal Concerns Platforms try to cover all bases with disclaimers and avoid liability, leading to overly cautious and vague wording. “Your care may be delayed or affected if you choose the wrong appointment type.” Design Prioritising Speed Over Clarity Developers want quick bookings and fewer clicks, so instructions get shortened or simplified excessively. Minimal prompts without explanation: “Select symptom category.” Lack of User Testing with Vulnerable Groups Apps are tested mainly with tech-savvy users, overlooking less confident patients’ needs. Missing plain English or translated instructions. Assumption That Patients Will Self-Navigate Belief that patients will figure things out or call helplines if needed, but without clear prompts, many do not seek help. Confused patients who give up or book inappropriate appointments.

How Patient Portals Can Reduce Confusion

Modern healthcare portals should do more than just provide a booking form or video link. They should actively guide the patient at every https://techonthego.co.uk/2026/09/online-consultations-to-portable-devices-the-technology-changing-at-home-treatment-31929 step:

Clear next steps: After booking, confirm what the patient needs to do and how to prepare.
Human help options: Prominently display ways to contact support or clinical advice if patients are unsure.
Adaptive language: Use plain English but provide links to more detailed information if wanted.
Accessibility standards: Text sizes, contrast, and screen reader support for those with impairments.
Inclusive examples: Show sample completed forms or video settings to set expectations.

Practical Tips for Developers and Providers

Involve patients in testing: Especially those who are less confident with tech or have health literacy challenges.
Focus on clear, specific wording: Swap vague terms like “may” or “possibly” for straightforward instructions.
Use examples liberally: E.g., “If you have pain in your chest, select ‘Cardiology,’ but for a cough, select ‘Respiratory.’”
Ensure quick access to live support: Chatbots can help, but humans must be reachable too.
Prioritise patient education: Create simple FAQs and video walkthroughs of how to prepare for consultations.

Conclusion: Clear Language Is Crucial in Healthcare Technology

Healthcare apps have transformed how we access care, especially with video consultations and online booking. But the potential of these technologies is held back by vague language that confuses patients rather than supports them. Clear language healthcare platforms that use plain English patient instructions and reduce confusion in portals improve not only patient satisfaction but also clinical outcomes.

Patients come with diverse needs and levels of digital confidence. Designing for clarity, accessibility, and human connection can transform digital healthcare from a frustrating experience into a truly empowering one.

If you’re a healthcare provider or app developer, ask yourself: What happens when something goes wrong? And more importantly, how can we communicate better so patients never have to guess?