Portal: Change terms in the english version of the Portal. Rename the “inbox” to “messages” and “Emergency Appointments” to “Urgent Appointments”.

Affected User(s):

Users in English-speaking provinces (e.g., British Columbia, Ontario).

Task Affected:

Patient navigation and communication. Patients report difficulty using their accounts due to non-intuitive terminology and interface layout.

Impact:

• Reduced Tool Adoption: Incorrect use of features or failure to find them.

• Increased Support Volume: Clinics receive frequent complaints from patients who believe features are missing when they are simply poorly labeled or hidden.

• Clinical Risk: Misleading terminology regarding "Emergency" vs. "Urgent" care.

Current Issues & Observations:

• The "Send Message" button is currently nested within the "Inbox." While this logic may translate from the French environment, it is not intuitive for English users who expect a primary action button (Compose/Send) to be more prominent. Patients frequently report that they "cannot send messages" because the button is not visible at first glance.

• Urgent appointments are currently labeled as "Emergency Appointments." In English-speaking medical contexts, "Emergency" implies a life-threatening situation requiring a hospital ER. Using this term for family clinic bookings is misleading and clinically inappropriate.

  • Recommended Correction: Change "Emergency" to "Urgent."

Competition Consideration: N/A